Customer Support Services Manager

The Role

The role is responsible for managing a global team of Customer Service Specialists. The team operates in a follow-the-sun operations model providing 24x7x365 coverage. The team is responsible for providing world-class customer service in managing technical and non-technical customer requests. You are responsible for developing operations processes, improving integration with other departments, and continuously improving customer service. The customer support team provides 24x7x365 coverage, so the post holder will be an escalation point for service issues to ensure the correct technical teams are involved during major emergencies.

What You'll Be Doing- Manage day-to-day responsibilities of the customer support team, providing overall guidance and supervision.- Own the customer incident management process end-to-end- Act as an escalation point and manage escalated customer incidents- Develop and maintain customer-facing SLAs and internal KPIs- Identify recurring issues and mitigate them with internal escalation teams- Develop, maintain and continuously optimise customer support procedures.- Ensure customer support work processes documentation is kept up to date and accurately reflects the day-to-day activities.- Ensure relevant customer facing documentation is kept up to date- Develop and publish customer service, operations and executive reports- Provide out-of-hours support to the business- Maintain and monitor required staffing levels and schedule to ensure the team meets the demand and responds to customer service requests and network incidents on time.- Work with other departments in Megaport to achieve common business goals- Conduct team reviews and be responsible for the personal and career development of team members

What We Are Looking For- Significant proven experience in a comparable role within an ISP, data centre or Telecoms organisation- Previous extensive experience in building and developing a technical support team- Excellent verbal and written communication skills- Able to analyse problems, issues & needs and provide robust but adaptable solutions which meet current and future requirements- Ability to cope with the changing environment - including adapting to meet emergency business critical events- Effectively plans and organises own workload.- Self-motivated and capable of working under pressure/using own initiative with mínimal supervision- Team player who contributes ideas and suggestions for improvement- Keen interest in leading-edge ISP and Cloud technologies- Happy to challenge existing processes and procedures- Exposure to running projects effectively is essential

What We Offer- Flexible working environments- Birthday Leave- Generous study and training allowance + 5 days of paid study leave- Creative, fun, and contemporary workspaces- Motivated team of industry experts and new talent- Celebrated success with ‘Legend’ and ‘Kudos’ Awards- Health and wellness programIf you have any questions, please reach out to Megaport's Talent Acquisition Team at
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