Customer Support Operation lead

A Customer Operations Lead Specialist proactively manages the performance of the customer contract post-delivery by defining and executing a customer operation success plan. Being part of the customer facing account team the role of the Customer Operation Lead Specialist is to support with all aspects related to the performance of the support models towards delivering the customer commitments providing proactive analysis insights into customer operations and ensure customer satisfaction.

KEY RESPONSIBILITIES

• Working hand in hand with the customer facing account team to oversee the delivery and technical performance of services.
• Perform regular customer service reviews and support the customer account team in the executive reviews and plans.
• Develop customer intimacy, build knowledge of the customer and ensure this knowledge is shared and kept updated for all back-office functions.
• Maintain a deep understanding of the company’s products and services to provide accurate support.
• Stay updated on product updates, features, and common issues to assist customers effectively, and ensure customers are kept at the latest level of release
• Identify and manage customer change requests.
• Identify and escalate technical issues requiring higher-level support or specialized teams
• Follow up with customers to ensure their issues are resolved and satisfaction is achieved
• Collaborate with other departments to resolve customer issues and share feedback with the customer-facing team
• Strive to deliver exceptional customer service, ensuring a positive experience for every interaction
• Supervise and manage the change management and problem management processes

Qualifications

EXPERIENCE

• A bachelor's degree in a relevant field such as Business Administration, Information Technology, Customer Service Management, or another related discipline.
• 4-7 years’ experience in working in B2B customer-facing roles related to technology services.
• Experience in working in ITIL-based Service Management with Exposure to incident, change and problem management processes.
• Experience in timely coordination and collaboration across multiple departments and managing stakeholder communications including presentation skills.
• Hands-on experience with CRM systems and familiarity with ticketing systems.
• Customer focused mindset with solid skills in conflict management, critical thinking and adaptability with the changing circumstances.
• Good command of English language skills.
• Experience in performing data analysis is a definite advantage.
• Experience with technology services for the aviation industry is a plus.