Our talented team are based across the world with some in California, Singapore, Middle east and and London. In response to the growth we\'re experiencing in Middle east , it\'s an exciting time for us and we are expanding the team to help support our customers.
Responsibilities - Regional leadership for APAC & METAP Scaled CX Operations team and double as the POC for in-region Sales Leadership - Manage and Inspire a global team of technical support specialists to provide Best in Class service to advertisers on the platform and exceed set operational service KPIs - Engage with third party service providers/vendor on need basis and scale service delivery with in-house and third party staff - manage all aspects of performance - Own the first layer of customer experience for ad products troubleshooting, including re-engineering processes, innovating service models and driving exceptional customer satisfaction - Lead trend analysis from customer service data and aggregate to lead regional Business Reviews and product deep dives to improve efficiency and effectiveness - Lead strategic team expansion and tactical projects across day to day Operations Management, Workflow Management, WFM, Training & QA - Lead goal setting for global delivery teams leverage industry standard models, track across leading & lagging metrics such as SLA, CSAT, Ticket resolution time - Influence Sales stakeholders and engage with cross-functional partners to evaluate and transform our customer support model, improving Speed & Quality - Innovate service models across existing support channels and aid in feature development of customer service tools portfolio - Drive efforts for outstanding team performance by motivating and mentoring direct and indirect reports
Qualifications - BA/BS degree or equivalent practical experience - 8+yrs managing large-scale global operations teams in Technical Customer Support - 3+ years of management experience in Customer Success or operations related position - 2+ Years of People Management experience - Preferred experience of working with Vendors & 3rd party service providers for Technical Customer Service delivery - Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems - Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential - Experience in Advertising/Digital industry is a plus - Data analysis knowledge using Tableau, Google Studio is a plus - COPC , PMP certifications are a plus - Arabic or Turkish is a plus