Lead a dynamic team focused on resolving service requests and ensuring exceptional customer service delivery. This role serves as a crucial escalation point for complex customer inquiries, driving incident management and proactively identifying recurring issues. You will collaborate across technical leadership and development teams to ensure timely and comprehensive issue resolution, while championing documentation and knowledge base expansion for an enhanced user experience.

This position involves strategic planning for product and customer experience improvements, partnering closely with senior management. You'll monitor key performance metrics, implement operational improvements, and optimize the analysis of customer feedback and KPIs. The role also includes managing translation services for technical and non-technical inquiries.

Manage team's resolution of incoming service requests and oversee customer service delivery, acting as the primary escalation point for challenging customer inquiries.

Monitor incident management processes to identify and address gaps in resolution, and ensure escalated service issues are resolved effectively, proactively identifying potential problems.

Foster cross-functional collaboration with technical leadership teams to resolve intricate issues and ensure complete, timely solutions. Champion the creation and expansion of documentation and the knowledge base.

Coordinate escalations of product or infrastructure issues to QA and Development Teams. Drive collaboration on business problems and manage service improvement projects and proactive support initiatives.

Partner with senior management on initiatives for product, process, and customer experience enhancement. Monitor and evaluate key metrics to ensure team goals are met and implement operational improvements.

Collaborate internally to optimize and automate customer feedback and KPI analysis. Manage translation services for technical and non-technical inquiries and coordinate testing support for translation tools.

Proven experience in managing support engineering teams and customer service operations.

Strong ability to handle escalations and resolve complex technical and non-technical customer inquiries.

Proficiency in incident management, problem-solving, and cross-functional collaboration.

Experience in developing and expanding knowledge bases and technical documentation.

Skilled in performance monitoring, data analysis, and implementing process improvements.

Familiarity with resource planning, strategic initiatives, and partnering with senior leadership.

Capability to manage translation services and coordinate testing efforts.

Excellent communication and leadership skills, with a focus on driving team performance and continuous improvement.