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.
