Senior Technical Support Manager

Available Location: Bangalore, India
About the department
The Cloudflare Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a blogger using our free services or a global 2000, large enterprise business with petabytes of web traffic, our team is always eager to assist. At Cloudflare, our Global Customer Support organization works directly with customers to ensure a world-class level of technical support for all our products and services. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development.
What you'll do
As the leader of our Customer Support team in India, you will be responsible for ensuring the success of our customers by investing in the development of highly productive Technical Support Engineers, highly efficient processes, and world-class tools and services. In addition you are part of the Support organization's leadership team building strategy to provide our customers an outstanding customer experience. You will bring strong relationship-building experience, deep technical and product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure all customers' satisfaction with Cloudflare's services. This is a new position and a new team, and you will be building our India presence from the ground up.
Your responsibilities will include:

• Site Leadership - Build and lead the support organization in India including our Technical Support Engineers, Technical Account Managers and more.
• Team Management - Supervising and managing a team of Support Engineers, including their performance, productivity, and adherence to business regulations and procedures.
• Performance Monitoring - Maintain and evaluate individual and team performance metrics such as quality scores, average handle time, customer satisfaction ratings and resolution targets.
• Coaching and Training - Have a focus of continual coaching, mentoring and training to enhance the team's skill set, product knowledge and customer service capabilities.
• Work Allocation - Assigning tasks, projects and client assignments based on each team member's skill set and workload capabilities.
• Quality Assurance - Maintaining quality standards and conducting frequent quality audits to identify improvement areas and provide feedback to individuals.
• Stakeholder Engagement - Be the senior representative for Customer Support in India, both externally with customers and internally between various functions such as sales, solutions engineering, customer success, product and engineering.
• Escalation Management - Handle complex and high-impact escalations involving various internal and external stakeholders, and act as a point of escalation for complex customer issues, working closely with internal teams to ensure timely resolution.
• Strategic Leadership - Develop and articulate a strategic vision for providing the world's best customer support within the region and globe, taking into account geography, languages, and country-specific technical challenges.
• Cloudflare Culture Champion - Create a culture of inclusion, belonging and transparency within the team, and ensure connectivity with the larger Customer Support and Cloudflare culture.
• People Motivator - Create a positive work environment to enable the team to do their best work, feel valued and motivated, create career and development opportunities, and ensure high retention rate.

Examples of desirable skills, knowledge and experience:

• Bachelor's degree in Computer Science, Engineering, Business, or a related field
• 5+ years of experience in management of technical support teams in the SaaS/PaaS technology industry, including manager of managers
• Experience building teams and processes that support global customers and geographies
• Proven leader and motivator with deep experience building and growing customer support organizations
• Proven experience serving in a Cloud Service Platform, Security and Networking company will be a huge plus
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Proven track record of driving customer success and achieving business outcomes
• Experience working with cross-functional teams to deliver solutions that meet customer needs
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• You understand the fundamental technologies involved with the Internet, and the value proposition of Cloudflare's products
• Ability and willingness to work occasional weekends, holidays, and after hours