Support Manager
Must-have:Lead
Machine translation — original language: Spanish.Show original
Your tasks
We are looking for an experienced Support Manager to join our live streaming studios in Medellín. In this role, you will lead a dedicated team of support specialists to ensure seamless streaming experiences for our clients, while providing exceptional customer service.
Requirements
Responsibilities
- More than 3 years of experience managing large Help Desk / Support / Customer Service operations in fast-paced or 24/7 environments.
- Professional degree in a related field.
- Strong data-driven operational skills, including advanced Excel and hands-on experience in measuring SLA, quality, and team performance.
- Strong leadership presence, sense of urgency, and a proactive mindset for problem-solving.
- English proficiency at C1 level (oral and written).
- Manage 24/7 support operations, including daily activities, goal setting, routines, performance monitoring, and SLA compliance.
- Oversee quality assurance and compliance, continuously improving response times and customer feedback.
- Analyze operational data and KPIs to identify errors and measure performance and efficiency improvements.
- Be responsible for creating and maintaining ticketing systems, workflows, and standard operating procedures (SOP) tailored to each studio and client.
-Requirements-
- Minimum education: University / Professional Degree
- 3 years of experience
- Languages: English
Other
Keywords: lider, jefe, gerente, manager, director, chief, lead, jefatura, regente, apoyo, support, soporte