7+ years experience in Technical Support Operations or equivalent field, within a SaaS or technology company
Experience managing and mentoring a technical team is needed
Very advanced technical skills, including proficiency in customer support technologies and tools like Zendesk (multi-channel management), scripting/programming knowledge (e.g. Python, SQL or similar), APIs and AI technologies
Ability to oversee web development related to front-end customer portals and associated technologies, such as JavaScript, HTML, CSS and React
Very analytical and data-driven, with advanced proficiency with SQL and Looker (or equivalent)
Demonstrated ability to lead multiple cross-functional technical projects and deliver measurable results
Creative problem solver and are able to identify obstacles and viable solutions
Proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership
You have the ability to build deep ongoing relationships and collaborate with various stakeholders (CxOs, VPs, Directors, Managers from all functions)