1-3 years of management experience in a technical support environment
Proven ability to establish processes and documentation in ambiguous settings
Experience managing cross-team processes for stakeholder experience improvements
Open-minded and collaborative approach to problem-solving
Strategic thinker with a forward-looking mindset
Type S personality: smart, ethical, friendly, and proactive
Responsibilities
Shape and coach a scalable Premier services support team with a focus on metrics and people
Manage team workload and assign new accounts effectively
Mentor new team members in identifying and resolving customer issues
Create and maintain documentation and training resources for knowledge sharing
Act as an escalation point for complex customer issues, ensuring swift resolution
Advocate for the GCS team in discussions about work distribution and career paths
Lead cross-functional projects to enhance support portal and customer satisfaction
Monitor team performance metrics and provide actionable feedback for improvement
Benefits
Collaborative and friendly work environment with talented colleagues
Engaging in-person and virtual events like game nights and camping trips
Flexible paid time off and options for remote work
Comprehensive benefits package including medical, dental, and vision
401K matching plan to support future savings
Full Job Description
You will:
Shape, coach, and continue to build a scalable Premier services support team with a metrics-driven, people-centric culture
Manage team bandwidth and assign new accounts accordingly
Mentor and teach new team members to identify customer issues, connect to underlying system and workflow knowledge, and resolve tickets efficiently and professionally
Ensure consistent knowledge sharing by creating and maintaining documentation, best practices, and training resources for both the team and internal stakeholders
Act as an escalation point for complex or high-impact customer issues, ensuring swift resolution and clear communication throughout the process
Represent and advocate for the GCS team in discussions and decisions regarding work distribution, career pathing, and long term vision for the team
Lead and delegate work for cross-functional projects to drive support portal improvements, customer satisfaction, and service cost improvements
Monitor team performance through key metrics, providing actionable feedback and tailored development plans to drive continuous improvement
Iterating on processes to improve ease of use for internal stakeholders
Your team will: Dedicated Support Engineers deliver seamless technical support and troubleshooting services to our Premier clients, delighting our customers and managing stakeholders all while making it seem easy.
About you:
The ability to establish process, documentation, and deliver results in an ambiguous greenfield environment
Track record of successfully managing cross team processes that result in experience improvements for internal and external stakeholders
Open-minded, collaborative, dependable, and poised when working through customer or internal challenges
Strategic and forward thinking, proven ability to plan ahead
Type S(tartup) personality: smart, ethical, friendly, cross-functional, hardworking and proactive.
1-3 years management experience
The approximate annual base compensation range is $110,500 to $141,500. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, geography, as well as internal equity among our team.
Benefits:
People: Work with talented, collaborative, and friendly people who love what they do.
Fun: We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues.
Work/Life Harmony: Flexible paid time off, paid holidays, options for working from home, and paid parental leave.
Comprehensive Benefits Package: LiveRamp offers a comprehensive benefits package designed to help you be your best self in your personal and professional lives. Our benefits package offers medical, dental, vision, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth and more.
Savings: Our 401K matching plan-1:1 match up to 4% of salary-helps you plan ahead.
About LiveRamp
LiveRamp is a data connectivity platform that enables the safe and effective use of data. LiveRamp connects data owners and providers with the people-based marketing platforms that need that data for targeting and measurement. LiveRamp is the largest onboarding company in the world, and its technology serves as the bridge between offline customer data and online advertising.
