01Key Responsibilities
Team Leadership: Lead and mentor a team of EDI/B2B support specialists, providing guidance, coaching, and performance feedback to ensure team effectiveness and individual growth.
Customer Support Management: Oversee the day-to-day operations of the support team, including ticket management, escalation handling, and resolution tracking, to meet service level agreements (SLAs) and customer expectations.
Customer Relationship Management: Build strong relationships with key customers, understanding their business needs, challenges, and objectives to deliver personalized support and drive customer success.
Technical Expertise: Maintain a deep understanding of our cloud platform and its functionality, serving as a subject matter expert to assist with complex technical issues and troubleshooting.
Issue Resolution: Collaborate with cross-functional teams to identify and resolve customer issues promptly, ensuring minimal disruption to business operations.
Process Improvement: Continuously assess and optimize support processes, tools, and workflows to enhance efficiency, scalability, and customer satisfaction. Implement best practices and standards for support operations.
Performance Monitoring and Reporting: Track and analyze support metrics and KPIs, such as response times, resolution rates, and customer feedback, to measure performance, identify trends, and drive improvements.
Training and Development: Develop and deliver training programs for support team members to enhance their technical skills, product knowledge, and customer service capabilities. Foster a culture of continuous learning and professional development.
Qualifications:
Bachelors degree in computer science, information technology, business administration, or a related field.
Proven experience in a leadership role within a EDI/B2B SaaS cloud support environment.
Strong technical background with expertise in EDI mapping and business process orchestration, communication protocols like AS2, SFTP etc.
Excellent communication, interpersonal, and customer service skills.
Demonstrated ability to lead and motivate teams, drive results, and foster a collaborative and inclusive work environment.
Analytical mindset with the ability to analyse data, identify trends, and make data-driven decisions.
Experience with support ticketing systems other support tools.
Strong problem-solving skills and attention to detail.
Customer-focused mindset with a passion for delivering exceptional service and building long-term customer relationships.
