Support Manager - Post Production

Description

We are looking for a highly motivated and experienced Global Support Manager to manage and support all post-production services and products provided by Verbit for customers globally. This includes post-production products and services that are currently part of Verbit portfolio and will potentially manage additional support products in future.

Responsibilities

• Manages Support teams for Verbit suite of products. Potential management of additional support teams, products & services
• Provides expert technical support to global customers on products, processes, and tools
• Leads implementation of Salesforce Service Cloud and teams transition to Salesforce. Facilitates and leads implementation of knowledge portal in Salesforce
• Works in close cooperation with other company Support teams (Live services Support) and build support processes that best fit the status of products and services
• Monitoring the customer support day-to-day functions, including customer incidents, and requests. Serves as point of escalation for customer and internal stakeholders and responds to escalated customer support issues
• Trains, coaches, and monitors team members
• Works closely with Product, Operations, Finance and R&D teams to prioritize escalated Support issues, feedback on customer needs, and manage backlog of cases with R&D
• Creates staffing plans and manages resource deployment for multiple shifts serving required time zones
• Drives workflow improvements, considering technologies and processes. Evangelizes best practices and ensures common adoption of Salesforce and other Customer Relationship Management tools
• Understands and closely monitors regional trends and prioritizes to Product Management and Engineering
• Maintains a solid understanding of all products and systems to effectively manage changing business needs
• Reviews weekly/monthly statistics and analyzes the data, making staffing and process changes as needed. Identifies and implements process improvement on large and small scale
• Drives team success by monitoring performance objectives and individual performance where necessary
• Other duties as assigned
  
  

If you want to join our journey, you’ll need:

• Bachelor’s degree in science and technology field
• At least 5-8 years of proven experience in leading Support teams, in a B2B environment. Experience in managing Support tiers model
• Proven experience working with Salesforce Service Cloud for managing Support workflows. Including expertise in supporting Salesforce oriented reports and dashboards
• Proven experience with modern Support automation models including chatbot, chat, phone, and others
• Experience in leading knowledge-centered support and support customer self-service model
• Experience defining and working with Support industry KPIs including producing relevant monitoring and measurement capabilities
• Professional experience managing global support teams serving customers across regions (key focus on experience Supporting NA customers)
• Proficient in MS Office Suite and technical troubleshooting tools
• Exceptional agility in navigating and thriving within a dynamic, fast-paced work environment
• Ability to plan, prioritize, flex, and adapt to change, and effectively multi-task
• High level of initiative; motivated to enthusiastically and professionally provide the highest quality of service
• Strong interpersonal skills, with the ability to professionally interact with a diverse blend of personalities to reach resolutions and maintain strong relationships
• Strong analytical and problem-solving skills
• Fluency in English – verbal and written communication
  
  

It Will Be Even Better If You Have

• Fluency in languages other than English
  
  

Other Important Information About This Position

• This position requires support related to global customer time zone requirements
• This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours
  
  

What Makes Verbit Unique?

Verbit’s 500+ individuals share a vision of making all video and audio content accessible to everyone. Verbit’s in-house, AI-based solutions take live and recorded audio and video to the next level with the support of 5,000 human professional transcribers. Our captioning, transcription, translation and audio description are trusted by more than 3,000 customers globally, including leading universities, corporations, legal agencies and media entities to make their content accessible, engaging and interactive!

Verbit is actively making the world more equitable for individuals with disabilities every day. After achieving the milestone of becoming a “unicorn company” and showcasing 6x revenue growth year over year, we are humbled and still fascinated by this ride. Verbit currently has a market cap of $2B, which is still growing. You too can join our journey toward accessibility and the reinvention of industry practices. Join our offices in New York, San Francisco, Tel Aviv and Kyiv to take advantage of flexible remote work opportunities and work with amazing people.

Do You Have Verbiez DNA?

Verbiez have the initiative to bring goals and dreams to fruition with a can-do attitude and the motivation of true go-getters.

We’re a Group Of

• Tech-savvy individuals who are always open to more growth and learning opportunities
• Adaptable and flexible people who thrive in a fast-paced, startup environment
• Creative minds who rethink and question how to outperform past results
• Effective communicators who can promote and represent Verbit’s tech and brand