Manager, Global Customer Support ) | APJ & EMEA Shift
Operations Maintenance & Support
An AI agent that applies to roles like this on employers' own sites. 25 applications free, no card needed.
Job Description
Onboard the founding cohorts: run certification-first ramps (L1 30 days
Carry the culture personally: Weekly culture moments with each team's first week (run with you present), the six Corner standards, and CritSit escalations de-escalated by picking up the phone.
Monitor the signals - backlog formation, aging, demand shifts, arrival patterns - and act before they become misses; schedule agents against the EMEA shift catalog and hold the 100-130% coverage band.
Performance-manage with rhythm: fortnightly 1:1s the direct report owns, clear gates (throughput + positive customer sentiment via Level AI on 100% of interactions), fast recognition, honest coaching.
Triage escalations within the team - and resolve many personally by getting on the phone with the customer; route true escalations to the pod L3 and DEEP with clean, complete handoffs.
- Fluent English.
- Certified in the products of your assigned pod area within 90 days - the manager holds the certification, not just the dashboard.
- Data-fluent: queues, coverage strips, and sentiment trends turned into at least one decision a week.
Builder's energy with a steady hand: first-90-days chaos doesn't rattle you; psychological safety is your foundation; standards are your frame
Skills
People ManagementTriageManagementTechnicalGlobalCustomer ManagementTroubleshootingDashboardsOperationsTechnical SupportCustomer SupportIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
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