DirecciónNote : This is a remote position based out of Spain WHO WE ARE Join FPG and become part of a dynamic team dedicated to elevating service and revenue excellence.
With over 30 years of expertise, we’ve perfected the art and science of optimizing frontline performance. The unique artistry of our inspiring FPG team with the cutting-edge science of our proprietary technology, IN-Gauge we have set the benchmark in technology and training.
Our global footprint extends across world-renowned brands in the hospitality and automotive industries, spanning more than 100 countries and boasting over 60,000 app users.
At FPG, we’re committed to unlocking the full potential of individuals and transforming the frontline role. Our culture is built on empowerment, passion, and continuous growth.
When you join us, you’re not just a part of a company you’re joining a movement that believes in the potential of people and their ability to make a difference.
Experience a fulfilling career with us, where your aspirations meet opportunities. WHO YOU ARE An experienced and strategic leader with over 8 years of expertise in Technical Support leadership or a related field.
You are passionate about driving product improvement, enhancing customer experiences, and ensuring effective Technical Support on a global scale.
WHAT YOU WILL DO As the Global Technical Support Manager, you will play a pivotal role in overseeing worldwide Technical Support.
Your responsibilities include maintaining a product-focused approach, enhancing team member performance, and ensuring continuous improvement in all aspects of the product.
Your leadership will significantly impact customer service quality and end-user satisfaction. HOW YOU WILL DO IT Technical Expertise : Maintain a high level of technical proficiency Ensure the Tech Support team has the knowledge and skills for effective customer inquiries Management & Oversight : Lead Tier 1, Tier 2, and Tier 3 support Perform daily checks of support queues to ensure adherence to the Tech Support Framework Provide strong leadership to Tech Support Leads in the Americas and International regions Encourage effective collaboration between in-house teams and external partners Drive continuous improvements in support processes, tools, and protocols Leadership and Culture : Establish a high standard of performance and a positive, collaborative working environment Promote a culture of continuous learning and development Resource Management : Ensure appropriate resource allocation, adjusting based on traffic spikes or project requirements Manage and review external contractor performance Performance & Quality : Monitor team performance daily, providing constant feedback and setting clear objectives Ensure SLAs are consistently met, and issues are escalated appropriately Implement and maintain rigorous quality control standards for all support tickets Review and escalate repetitive issues to senior technical teams for resolution Time Management : Diligently manage time to address tasks and priorities efficiently Set daily priorities based on team needs and organizational goals Escalation Handling : Daily monitoring of escalated tickets to ensure expert-level support Initiate escalation meetings to address Priority one challenges requiring immediate action Reporting : Daily reporting on open and closed tickets for team members Weekly reporting on support metrics, challenges, and achievements Weekly reporting on categorization of recurring tickets Training & Development : Ensure all team members have appropriate access to tools Develop and mentor staff through regular on-the-job training, external courses, and workshops Conduct regular performance reviews and address areas of improvement Knowledge Sharing : Encourage knowledge sharing among team members Create a central knowledge base or documentation repository Customer Focus : Prioritize customer satisfaction and timely issue resolution Address escalated customer complaints professionally Cultivate a customer-centric team culture Continuous Process Improvement : Proactively identify areas for support process optimization Collaborate with relevant teams to implement improvements Cross-Functional Collaboration : Collaborate with other departments or teams to address complex customer issues Foster strong working relationships across the organization QUALIFICATIONS Over 8 years of experience in Technical Support leadership or related field Dedication to making a tangible impact on products and services Passion for leading Technical Support efforts to new heights Engineering mindset with critical thinking skills Strong problem-solving and analytical abilities Leadership, communication, and collaboration skills Continuous improvement mindset Time management skills Prior experience supporting SaaS applications Familiarity with Atlassian products (JIRA, Confluence) and Incident Management tools Project management certification or experience COMPENSATION Base Salary EUR 50,000 - 65,000 + lucrative incentive plan BENEFITS We offer a full range of benefits to all regular, full-time employees and their qualified dependents as outlined below : Annual leave - 25 days Annual company paid holiday during Christmas week.
Work from home flexibility Lucrative Incentive Plan Powered by JazzHR
