The role is responsible for supervising day-to-day customer support activities and customer projects, coordinating the Customer Support team, and acting as a key escalation and communication point for customers. The overall objective is to ensure reliable, responsive and high-quality customer support 24/7/365.
Job/project description (Verkþættir/verkefni):
- Assign and supervise daily tasks for the Customer Success team.
- Maintain the Customer Success team task list to ensure visibility and effective coordination across the team and management.
- Monitor customer requests and tasks, ensuring appropriate follow-up and completion.
- Monitor support tickets in accordance with applicable SLA requirements.
- Provide operational support and assist with staffing support functions as required, including during emergency situations.
- Lead customer communications relating to deployments, migrations and remote hands services.
- Take ownership of complex or high-priority cases when required.
- Act as an escalation point for customers and Customer Support team members.
- Escalate significant issues or disputes within the Customer Success team to management as appropriate.
- Ensure work is carried out in accordance with operational best practices, standards, procedures, manuals and guidelines.
- Review tickets, calls and chats against established quality standards and conduct improvement sessions where required.
- Ensure internal and customer-facing information is accurately documented, maintained and kept up to date.
- Create and maintain procedures, work instructions and training materials for the Customer Support team.
- Participate in and, where required, lead development and continuous improvement initiatives.
- Collaborate with Product, Engineering, Sales and Operations teams to communicate customer feedback and support the resolution of systemic issues.
- Coordinate with vendors, carriers and contractors requiring access to customer spaces.
- Compile monthly remote hands hours for submission to the Finance team for invoicing.
- Order required materials, maintain inventory records and ensure appropriate invoicing for customer orders and requests.
- Collect, analyze and compile data for monthly, quarterly and annual reporting.
- Comply with all applicable site health and safety requirements.
- Participate in recruiting, hiring, onboarding, and training new team members;
- Participate in employee training and continuous improvement program and ensuring that all customer support technicians have been trained in their roles and responsibilities;
- Provide technical coaching so staff can triage power, cooling, network, and hardware issues accurately;
- Set individual and team goals; recognize strong performance and address underperformance through documented improvement plans;
- Build schedules, approve time off, and manage attendance and shift coverage;
- Perform other duties and responsibilities as reasonably required and assigned by your manager in line with business needs.
Qualifications:
- Relevant technical education, vocational qualification, or equivalent practical experience.
- Previous experience in customer support, technical support, data centre, critical infrastructure, or similar operational environment.
- Previous supervisory or team leadership experience is preferred.
- Good understanding of critical infrastructure, including power, cooling, network and hardware systems.
- Experience working with ticketing systems, SLAs and customer support processes.
- Strong customer service mindset with the ability to manage customer expectations and handle escalations professionally.
- Strong organizational and prioritization skills, with the ability to coordinate multiple tasks in a 24/7 operational environment.
- Ability to coach, train and support team members and contribute to continuous improvement.
- Strong problem-solving and decision-making skills, particularly when dealing with technical or high-priority issues.
- Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, vendors and contractors.
- Good documentation and reporting skills with strong attention to detail.
- Proficiency in standard Microsoft Office applications and relevant operational/customer support systems.
- Fluent written and spoken English.
- Ability to work independently as well as collaboratively across teams.
- Strong commitment to health and safety, operational procedures and service quality.
We are offering:
- Opportunity to be part of a fast-growing, private equity-backed company.
- A dynamic, innovative, and inclusive working environment.
- Competitive compensation and benefits package.
- The chance to work with a talented and ambitious international team
- Gym and employee entertainment room
- We offer free onsite lunches
Verne Global does not discriminate based on race, gender, disability, religion, or sexual orientation. We encourage all genders to apply for this role, and we believe diversity makes teams better.
An application with a CV in must be submitted no later than November 8.