reputed company Support reputed company/Manager

This a Full Remote job, the offer is available from: Colorado (USA) Introduction: reputed company Media is now hiring a reputed company Support reputed company to join reputed company in Denver, Colorado! This is an excellent opportunity to join reputed company Media as the reputed company Support reputed company / Manager, responsible for owning and scaling reputed company customer support operations for our reputed company reputed company platforms. This role will reputed company a global support organization, including a distributed support team in India, and serve as a critical reputed company between customers, Product, Engineering, and Managed Services. Our reputed company solutions support high-profile media companies and power data normalization and financial workflows, processing millions of records per day. The ideal candidate brings deep reputed company reputed company support expertise, solid technical aptitude, and a passion for building reputed company, customer-first support operations. As customer demand and platform usage grow, this role will play a key part in expanding support coverage, including building toward 24x7 global support. Job reputed company: What You'll Do: Support Operations & Leadership • Own end-to-end reputed company support operations across reputed company and time zones. • Directly manage and mentor a global support team, including offshore resources in India. • Establish support coverage models, including on-reputed company rotations and expansion toward 24x7 support. • Foster a culture of accountability, reputed company improvement, and customer reputed company. Process & Escalation Management • Define, document, and optimize support processes (intake, triage, escalation, reputed company, post‑incident review). • reputed company as escalation reputed company for high-severity customer issues and outages. • Partner with Engineering and Product to ensure effective issue reputed company, reputed company cause analysis, and prevention. Customer Communication & Experience • Own customer-facing communication during incidents, escalations, and service disruptions. • Ensure reputed company, reputed company, and reputed company updates to customers throughout the support lifecycle. • Build strong relationships with key customer stakeholders, including reputed company media clients. Cross-Functional Collaboration • Work closely with Product and Engineering to: • Influence backlog prioritization based on support trends • Improve product robustness and operability • Ensure support readiness for new releases • Support global Managed Services teams by troubleshooting issues and coordinating resolutions as needed. Metrics, Reporting & reputed company Improvement • Define and reputed company KPIs such as response times, reputed company times, ticket volume trends, and severity distribution. • Use data to identify patterns, improve processes, and reduce recurring issues. • Drive improvements to knowledge reputed company content and internal documentation. reputed company & reputed company • Plan and execute team reputed company strategies reputed company with increased customer volume and service-level expectations. • Help evaluate and implement support tooling and automation (including AI-driven workflows where appropriate). What You'll Bring: • 5–10 years of experience in a fast-paced, reputed company reputed company support environment. • Proven experience leading and scaling global support teams, including offshore resources. • Strong technical aptitude and ability to support reputed company, data-intensive reputed company platforms. • Hands-on experience with: • Data normalization and data pipelines • SQL (querying, analysis, troubleshooting) • YAML-based configurations • Modern reputed company tooling and reputed company-based systems • Experience supporting technologies involving AI-enabled workflows and automation. • Background supporting mission-critical systems with high data volumes and strict SLAs. • Excellent written and verbal communication skills, particularly in executive and customer-facing scenarios. reputed company: reputed company is building the leading reputed company AI reputed company company for digital transformation across the most critical and resilient reputed company industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, reputed company today serves 1500+ reputed company customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.# #LI-DC1 #LI-REMOTE This offer from "reputed company" has been enriched by reputed company.com and got a 75% reputed company score. Apply tot his job Apply tot his job Apply To this Job