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Technical Customer Support Manager

Riga, Latvia
In the role of Technical Customer Support Manager you will drive technical customer support by ensuring speed and quality execution of all technical inquiries of Atlas Aerospace product users.

- Manage customer support in efficient and profitable manner with the primary goal to increase loyalty, satisfaction and retention of existing and new customers.
- Respond and solve customers’ technical, service and product maintenance issues fast 24/7 via email, phone and chat.
- Technically advise product users on proper use of company’s products.
- Develop fast two-way communication between company business partners and product users with a focus on trouble shooting.
- Organise and lead global customer support team to provide highest level of customer care and implement innovative approaches.
- Develop and maintain accurate master data on customer support inquiries.
- Act as a liaison (Voice of the Customer) between customer support and other departments across the company, work in close cooperation with business development team.
- Develop and implement training tools to enable all company employees to deliver best-in-class customer experience.
- Continuously develop, review and report customer support metrics and KPIs identifying new trends, methods, applications and processes on the market.
- Develop and implement policies and procedures, adhere to ISO 9001 and other regulatory standards of customer support.

Basic skills

- University graduate in Technology, Engineering or related field.
- Proven track record of 5+ years in technical customer support working for product companies within automative, manufacturing or high-tech companies (preferably of international scope).
- Fluency in business English (both written and spoken).
- Ability to chase down technical issues until resolution, responsiveness and strong interpersonal skills.
- Passion for customer support, entrepreneurial mindset, willingness to look for new solutions and broaden horizons.

Preffered skills

- Experience in leading and developing high performance team.

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