Toshiba is seeking an experienced Software Development Support Manager who will be responsible for leading a department of direct reports that will include 7-14 software developers. In this role, you will be responsible for developing and executing our customer support strategy, ensuring exceptional service delivery, and fostering a culture of customer-centricity throughout the organization. You will collaborate with cross-functional teams to enhance customer experiences and drive operational excellence.
Responsibilities
- Develop and implement a comprehensive customer support strategy that aligns with overall business objectives and enhances customer satisfaction
- Lead, mentor, and inspire a diverse team of customer support professionals, fostering a culture of continuous improvement and accountability
- Analyze customer feedback and support metrics to identify trends, areas for improvement, and opportunities for innovation
- Collaborate with product, development, and other support teams to advocate for customer needs and drive product improvements
- Establish and maintain strong relationships with key stakeholders and executives to ensure alignment on customer support initiatives
- Oversee the development and execution of training programs to enhance team performance and customer engagement
- Manage resource allocation for the customer support department while ensuring operational efficiency
Required and Preferred Qualifications
Required:
- 6+ years of experience in customer support or related fields, with a minimum of 3 years in a leadership role
- Proven track record of developing and executing customer support strategies that drive operational excellence and customer satisfaction
- Strong analytical skills with the ability to interpret data and make data-driven decisions
- Exceptional interpersonal and communication skills, with the ability to engage and influence stakeholders at all levels
- Experience in managing customer support teams across multiple channels, including phone, email, meetings and chat
- Experience managing C, C++, Java projects
Preferred:
- Experience in a high-growth technology company
- Familiarity with customer support software and tools, including CRM systems
- Expertise in customer journey mapping and experience design
- Knowledge of best practices in customer service operations and process optimization
Technical Skills and Relevant Technologies
- Proficient in customer support software and CRM systems
- Strong understanding of support process, Application log analysis
- Experience with knowledge management systems and self-service support solutions
Soft Skills and Cultural Fit
- Strong leadership qualities with a focus on team development and empowerment
- Customer-focused mindset with a passion for delivering exceptional experiences
- Ability to thrive in a fast-paced, dynamic environment with changing priorities
- Proactive problem solver with a strong sense of ownership and accountability
- Collaborative and inclusive approach to working with diverse teams
We offer:
- Hired directly by Toshiba and 100% under payroll.
- Benefits of the law (IMSS, INFONAVIT)
- Life insurance, major medical expenses with dental and visual coverage. (For the employee and direct family members).
- Minor medical expenses insurance.
- Savings fund for employees, capped at the limit of the law.
- Grocery coupons.
- Pension plan.
- 30 Christmas bonus days.
- 12 days of vacation plus 6 floating days.
