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Operations and Customer Support Manager At Mobeewave

Location: Montréal, Quebec

Job Description

Job Description

Operations and Customer Support Manager

As the Operations and Customer Support Manager, your team is the single point of contact for customer support, responsible for ensuring incidents are managed efficiently and respect our SLAs. You will be in charge of supporting Samsung POS end-customers’ issues or requests by coordinating with our main partners to provide a white glove customer support experience. You will be working closely with the Customer Success Manager to ensure that Mobeewave improves upon areas of dissatisfaction to increase the 'stickiness' of the solution, transaction volume and ultimately, the lifetime value of Samsung POS merchants.

The Operations and Customer Support Manager role covers five key areas:

1) Communication:

  • Implement effective communication process to handle incident resolution and customer service request
  • Implement and monitor major incident process for P1 and P2 with escalation path to relevant stakeholders
  • Implement governance framework for Customer Support and Operations to report on SLAs metrics and customer requests metrics with different partners and stakeholders

2) Management:

  • Own the incident management process making sure priority criteria for incident triage and management is well understood and apply throughout the team and ensure improvement in customer support quality by monitoring and evaluating the effectiveness of the process with regards to KPIs and SLAs.
  • Handles major incidents with customer, partners and Mobeewaves’ Executive team
  • Manage Mobeewaves’ CAB and coordinate changes with the different partners and stakeholders in respect with PCI standards and ITIL framework
  • Recruit, train and coach customer support staff on how to provide best in class customer services
  • Recruit, train and coach Operation staff on ITIL best practices to provide highly available services
  • Participates to the onboarding of new employees by training them on the processes
  • Implements 24/7 incident management service

3) Samsung POS end-customer’s services:

  • Accountable to handle Samsung POS end-customers issues or request via phone and email and participate to complex problem resolution
  • Implement the customer support structure to serve Samsung POS worldwide deployment plan
  • Monitor health of Samsung POS solution with relevant dashboards and KPIs
  • Manage and configure IVR to provide the best customer support experience
  • Work closely with Samsung POS Customer Success Manager to improve areas of customer dissatisfaction and global quality of Customer Support service.

4) Operations:

  • Accountable for network, system and services availability with regards to customers’ SLAs
  • Ensure network, system and services are monitored to support customers’ SLAs
  • Responsible to set-up and maintain PCI certified environment with the collaboration of the Certification Manager
  • Responsible to manage production assets configuration (configuration management) with the collaboration of Engineering
  • Responsible of assessing system data and error logs for irregularities and performance issues
  • Implement maintenance policies and system update plan(s)
  • Manage relationship with service providers and partners to design fully consistent SLAs

5) Reporting and metrics:

  • Responsible to publish regular reports on SLAs, system performance, incidents and service request to different stakeholders:
  • Customers
  • Partners
  • Executive Committee
  • Develop and maintain relevant dashboards for Operation and Customer support team to improve efficiency and accountability
  • Identify and report on relevant KPIs to the team and Executive Committee.

Qualifications

The ideal candidate will possess the following skills and qualifications:

  • Bachelor’s Degree in Computer Science or Engineering
  • Experience Manager of minimum 8 years of experience
  • ITIL certified
  • Experience managing operations and customer support team (3-5 years)
  • Customer-oriented
  • Bilingual

Additional Information

****** www.mobeewave.com *******

Please visit our website to see what perks we enjoy working at Mobeewave!