Found Description
We are seeking an experienced Support Manager to join our vibrant live streaming studio in Medellin. In this role, you will lead a dedicated team of support specialists to ensure seamless streaming experiences for our clients while delivering exceptional customer service.
Key Responsibilities
Operational Management
- Manage 24/7 support operations , including daily activities, goal setting, routines, performance tracking, and SLA compliance.
- Oversee quality assurance and compliance while continuously improving response times and client feedback.
- Analyze operational data and KPIs to identify errors and measure performance and efficiency improvements.
- Handle escalations and complex operational situations, delivering practical solutions.
Team Leadership & Development
- Lead and develop a professional support team (approximately 40 employees), providing guidance, task prioritization, ...