RS - Porto Alegre: Regional Support Manager

Do you want to work in  fast paced and exciting work environment?
Do you have a passion for great Customer Service?
What about working with NASA, Sony, the Apache Foundation and the United Nations?
Tired of working for bigger companies where people call you by a number?
What about leading a team based on strong core-values?
At e-Core you will lead a team of 30+ engineers who are serving clients that are in the forefront of innovation.
Our client, Atlassian, has a long-term relationship with e-Core, but we are still in the beginning of our journey. Come aboard and help us shape the future of how great software is built.
At e-Core and Atlassian you won't get frustrated with bureaucracy and slow decision making, and we encourage creative thinking. We want to know your opinion on everything we do!
What you will do
    Develop, lead and motivate team leads to reach their potential as leaders within the support organization
    Supervise and motivate team leads and support engineers
    Foster an environment that drives performance in the areas of customer satisfaction, technical expertise, and timeliness of support delivery
    Develop, maintain, improve and standardize various support processes, procedures and systems in cooperation with relevant stakeholders
    Build and foster a "customer first" culture
    Provide expert knowledge of operational support models
    Meet regularly with various parties from other continents
What are we looking for?
    5-6 years of operational management experience (preferably managing technical and/or customer facing teams)
    Strong leadership skills and experience managing multidisciplinary, high-performance teams, supporting complex technologies
    Experience with business process improvement and change management
    Thorough knowledge of technical support operations including best practices, industry trends and customer service
    Experience dealing with international teams and customers
    Demonstrated strong work ethic and advanced organizational skills
    Experience implementing methodologies to improve customer satisfaction and build strong internal relationships
    Experience with Key Performance Indicators (KPI) and meeting Service Level Agreements
    Ability to work in a fast paced environment and when required outside business hours
    Ability to attract, hire, and retain high-performing, passionate support professionals
 
Feel free to reach me at rh@ecore.com.br

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Obrigada!