Responsibilities :
●Lead, mentor, and manage a team of product support specialists.
●Conduct regular performance reviews and provide ongoing training
and development.
●Handle escalated customer issues and provide advanced
troubleshooting and problem resolution.
●Maintain a high level of customer satisfaction and monitor customer
feedback.
●Identify opportunities to streamline and enhance support processes.
●Monitor key performance indicators (KPIs) and develop strategies for
continuous improvement.
●Collaborate with product development, sales, and marketing teams to
relay customer feedback and suggest product enhancements.
●Generate and analyze support metrics and reports to track team
performance and customer satisfaction.
●Present findings and recommendations to management for strategic
decision-making.
●Monitor and report on common issues and trends to anticipate future
support needs.
Qualifications :
●Minimum of 8-10 years of experience in a technical support role
●Proven track record of managing and mentoring teams
●Experience with customer satisfaction and performance metrics
●Proficient in handling escalations and resolving complex issues
Skills :
● Strong leadership and team management skills
● Advanced troubleshooting and problem-solving
● Analytical and strategic thinking
● Proficiency in Java and SQL
● Customer service software and tools expertise
● Exceptional verbal and written communication skills in English and
Spanish (additional languages are a plus)
● Ability to manage multiple priorities under pressure
● Technical aptitude with a quick learning ability for new products
Capillary is an Equal Opportunity Employer and will not
discriminate against any applicant for employment on the basis of
race, age, religion, sex, veterans, individuals with disabilities,
sexual orientation, or gender identity.
Disclaimer :
It has been brought to our attention that there have recently been
instances of fraudulent job offers, purporting to be from Capillary
Technologies. The individuals or organizations sending these false
employment offers may pose as a Capillary Technologies recruiter or
representative and request personal information, purchasing of equipment
or funds to further the recruitment process or offer paid training. Be
advised that Capillary Technologies does not extend unsolicited
employment offers. Furthermore, Capillary Technologies does not charge
prospective employees with fees or make requests for funding as a part of
the recruitment process.
We commit to an inclusive recruitment process and equality of opportunity
for all our job applicants