Global Support Manager

At Vintti, we understand the importance of real-time collaboration in today's fast-paced business environment. Our staffing solutions focus on connecting US companies with Latin American talent operating in compatible time zones. This strategic approach ensures that businesses can engage with their team members during regular office hours, facilitating immediate communication, swift problem-solving, and seamless project coordination.

A Global Support Manager is responsible for overseeing the delivery of technical and operational support services to clients and customers worldwide. This role involves leading a team of support professionals, implementing effective support strategies, and ensuring high customer satisfaction. The Global Support Manager coordinates across departments and time zones to solve issues promptly and efficiently, maintains support systems, and drives continuous improvement in support processes. By analyzing performance metrics and customer feedback, they aim to enhance service quality and support infrastructure on a global scale.

- Bachelor's degree in Business, Information Technology, or related field.
- Minimum of 5 years of experience in a customer support or service management role.
- Proven experience managing a global support team across multiple time zones.
- Strong technical troubleshooting and problem-solving skills.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in support ticketing systems and customer relationship management (CRM) tools.
- Experience with data analysis and generating detailed support metrics reports.
- Familiarity with service level agreements (SLAs) and compliance requirements.
- Ability to train and mentor new staff effectively.
- Solid understanding of customer support best practices and industry trends.
- Ability to handle high-stress situations and manage customer escalations.
- Strong organizational skills and attention to detail.
- Ability to collaborate effectively with cross-functional teams.
- Proficiency in multiple languages (preferred).
- Ability to travel as required.
- Strong project management skills and experience in implementing support-related tools and technologies.

- Oversee and manage global support operations, ensuring consistent and efficient support across all regions.
- Supervise and guide a team of support specialists situated in different time zones.
- Develop, implement, and refine support strategies and procedures for enhanced efficiency and customer satisfaction.
- Conduct regular team meetings to review support trends, identify challenges, and share updates.
- Provide technical guidance and support to staff in troubleshooting complex customer issues.
- Collaborate with product development teams to convey customer feedback and contribute to product improvements.
- Analyze support metrics and generate detailed reports to pinpoint areas for improvement.
- Maintain and update a comprehensive knowledge base for both customers and support staff.
- Handle escalated customer issues and ensure prompt and satisfactory resolution.
- Train and mentor new support staff to ensure they are well-equipped for their roles.
- Ensure compliance with SLAs and uphold high standards of customer service.
- Engage with key customers to build lasting relationships and address unique support needs.
- Stay updated on industry best practices and emerging trends in customer support.
- Coordinate with other departments to deliver a seamless customer experience.
- Participate in the development and delivery of support-related training sessions and workshops.
- Oversee the implementation of new support tools and technologies for improved support processes.

The ideal candidate for the role of Global Support Manager will possess a bachelor's degree in Business, Information Technology, or a related field, coupled with a minimum of five years' experience in customer support or service management roles, ideally overseeing global teams across multiple time zones. This seasoned professional will showcase strong technical troubleshooting and problem-solving skills, excelling in the use of support ticketing systems and CRM tools. Their leadership credentials will be impeccable, demonstrated through a history of managing high-performing teams and the ability to train and mentor new staff effectively. They will possess exceptional communication skills, both verbal and written, enabling them to convey complex information clearly and empathetically, maintaining a customer-centric approach at all times. Analytically-minded, they will be adept at analyzing support metrics to drive continuous improvement while also maintaining rigorous compliance with SLAs. The perfect candidate will exhibit strong organizational skills, a meticulous attention to detail, and the ability to adapt swiftly to changing priorities, managing high-pressure situations with resilience and calm. They will have a collaborative spirit, thriving in cross-functional team environments, and will bring innovative thinking to enhance customer satisfaction continuously. Proficiency in multiple languages and the ability to travel as required will be advantageous, underscoring their flexibility and commitment to delivering exceptional customer service globally. Most importantly, they will be driven by a passion for excellence, possessing an ethical, professional demeanor marked by high integrity and reliability.

- Monitor and respond to global support tickets, ensuring timely issue resolution.
- Lead and manage a team of support specialists across multiple time zones.
- Develop and implement support strategies and procedures to improve efficiency and customer satisfaction.
- Conduct regular team meetings to discuss support trends, challenges, and updates.
- Provide technical assistance to support staff and guide them in troubleshooting complex customer issues.
- Collaborate with product development teams to relay customer feedback and contribute to new features or improvements.
- Analyze support metrics and generate reports to identify areas for improvement.
- Maintain and update a knowledge base of common issues and solutions for both customers and support staff.
- Handle escalations from customers and ensure their issues are addressed promptly and satisfactorily.
- Train and mentor new support staff, ensuring they are adequately prepared for their roles.
- Ensure compliance with service level agreements (SLAs) and maintain a high standard of customer service.
- Engage with key customers to build relationships and address any unique support needs.
- Stay informed on industry best practices and emerging trends in customer support and service management.
- Coordinate with other departments to ensure a seamless customer experience.
- Participate in the development and delivery of support-related training sessions and workshops.
- Oversee the implementation of new support tools and technologies to improve the support process.

- Strong leadership capabilities with a proven track record of managing high-performing teams.
- Excellent problem-solving abilities and technical troubleshooting skills.
- Effective communication skills, both verbal and written, with the ability to convey complex information clearly.
- High degree of empathy and customer-centric mindset.
- Strong organizational and multitasking skills.
- Detail-oriented with strong analytical skills.
- Proactive and self-motivated with a results-driven approach.
- Collaborative team player with the ability to work effectively across departments.
- High level of adaptability and flexibility to manage changing priorities.
- Technically proficient with the ability to grasp new software and technologies quickly.
- Strong time management skills with the ability to meet tight deadlines.
- Customer service oriented with a passion for improving customer satisfaction.
- Resilient and able to handle high-pressure situations calmly.
- Innovative thinker with a continuous improvement mindset.
- Ethical and professional with a high level of integrity and reliability.

- Competitive salary range
- Comprehensive health, dental, and vision insurance plans
- Retirement savings plan with company matching
- Paid time off (PTO) and holidays
- Flexible working hours and remote work options
- Professional development and training programs
- Opportunities for career advancement within the company
- Employee wellness programs and initiatives
- Access to the latest support tools and technologies
- Performance-based bonuses and incentives
- Travel opportunities for industry events and conferences
- Company-sponsored team building and social events
- Tuition reimbursement for further education
- Employee assistance program (EAP) for personal and professional support
- Generous parental leave policy
- Discounts on company products and services