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*bring out your best*the support team manager (stm) is responsible for overseeing and managing the support operations.
they manage a team of support engineers responsible for providing assistance to customers.
this role is crucial in ensuring that customer issues are addressed efficiently and that the support team operates effectively.
this role involves a combination of operations, people management, and leadership skills.
*what you'll do*- strategic responsibilities_- develop, coach, and mentor your direct team and empower them to understand and execute company strategy- be a change leader and drive the support transformation forward by making it relevant for your team- build cross-functional relationships with customer success, engineering, product success, and the broader customer services & delivery (cs&d) organization- drive proactive, harmonized maintenance and sustenance across cs&d strategy- take over appropriate responsibility for customer issues, concerns, and complaints, and drive them to resolution- able to position complex cs&d initiatives beyond own area of responsibility and can resolve escalations- ensure efficient resource allocation within the currently responsible area- encourage appropriate risk-taking in team members in the pursuit of innovation- advise on established processes and tools and monitor that they are reviewed regularly for improvement potential and compliance with relevant standards, such as iso certifications- lead strategic initiatives or projects successfully.
have a significant impact on the success of the broader team