About Company : Founded in Los Angeles, the company operates globally with offices in New York, London, Sydney, Vancouver, India, Ukraine, and Poland. As a leading SaaS-based provider in the entertainment industry, it boasts a diverse team of over 400 professionals worldwide.
As the Senior Manager, Global Client Support, you'll be responsible for the success and retention of our worldwide customers by leading and developing a high-performing team of specialists. Your focus will be on delivering a consistent, high-quality experience across all of our client products and communication channels.
You'll ensure the team is equipped to handle complex issues, follow escalation protocols, and consistently meet our internal quality standards. You will also monitor team performance, escalate systemic issues, and advocate for critical customer needs across departments. As a people leader, you will drive team development, workforce planning, and broader support initiatives that align with business priorities.
Key Responsibilities
- Lead a global team: Lead and manage a worldwide team of support specialists, including recruiting, onboarding, scheduling, coaching, and performance evaluations.
- Define team goals: Establish team goals, create career development plans, and support professional growth for individual contributors.
- Oversee day-to-day operations: Ensure timely, high-quality support across all of our client products and channels.
- Analyze performance data: Monitor and analyze key performance indicators (KPIs), customer feedback, and productivity data to identify trends, improve service quality, and inform strategic decisions.
- Handle escalations: Ensure the team follows escalation protocols and provide hands-on support for complex or sensitive customer issues.
- Manage after-hours coverage: Develop and maintain after-hours coverage plans and escalation procedures.
- Collaborate with leadership: Partner with leadership and cross-functional peers to align on goals, resource planning, and team initiatives.
- Advocate for customers: Advocate for critical customer issues by identifying systemic pain points and clearly communicating their impact to internal stakeholders.
- Coordinate cross-training: Coordinate cross-training and knowledge-sharing to ensure broad product expertise across the team.
- Support annual planning: Collaborate with the Global Director of Support on annual planning, including headcount forecasting, budgeting, and defining quarterly priorities.
Qualifications & Attributes
- Proven experience leading a customer support team in a SaaS or cloud-based environment.
- Strong analytical skills with the ability to interpret support data and drive process improvements.
- Excellent verbal and written communication, with the ability to coach others and manage escalations.
- Demonstrated ability to lead through ambiguity and maintain professionalism in high-pressure situations.
- Able to manage multiple priorities while driving accountability and performance across the team.
- Industry experience in entertainment, casting, or media technology is a strong plus.
- Skilled in managing support operations using tools such as Zendesk, Jira, and CRM platforms.
- A bachelor's degree is preferred.