24-Hour HR Process Outsourcing Inc.

₱55-60K[Monthly]

Remote5-10 Yrs ExpBachelorFull-time

Open Country：Philippines

Language Requirements：English

This remote job is open to candidates in specific countries. Please confirm if you want to continue despite potential location restrictions

Leads, mentors, and manages a team of customer support team leads and engineers, fostering a culture of excellence and professional growth.
Develops team capabilities through training, coaching, and ongoing professional development initiatives.
Conducts regular performance evaluations, provide constructive feedback, and creates comprehensive development plans.
Oversees support service delivery, ensuring adherence to SLAs and high customer satisfaction levels.
Manages high-priority customer escalations, ensuring timely resolution with clear and proactive customer communication.
Partners with support tiers, product development, and engineering teams for effective escalation and resolution of customer issues.

7 – 10 years Lead Technical support experience on Lead resolution of incidents from low to critical levels and conduct root cause analysis
Strong knowledge of cryptography and PKI solutions is a must.
Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience Strong experience in customer support leading senior technical teams and junior support leaders.
Proven ability to manage complex projects and multiple priorities
Proven ability to manage global teams and complex support operations.
Strong analytical skills and experience with support metrics and data analysis.
Strategic thinking and ability to drive continuous improvement.
Excellent leadership and decision-making skills.
Ability to manage escalations effectively and maintain customer satisfaction.
Advanced knowledge of IT service management principles and ITIL and NIST frameworks
Professional or Technical certification in support such as Certificed Support Professional CSP, Customer Service Manager CSM, ITIL foundation or Security+ are desirable.

cryptographyProject ManagementPKI Solutions