Responsabilidades:
Liderar el equipo de soporte técnico y asegurar una operación de atención estable y oportuna.
Supervisar los frentes de soporte (general, técnico y HIL) para garantizar calidad en cada interacción.
Asegurar el cumplimiento de los estándares de servicio y la correcta gestión de los tickets.
Coordinar con áreas internas y proveedores externos para resolver incidentes y bloqueos relevantes.
Diseñar, implementar y mejorar procesos de atención, seguimiento y escalamiento.
Documentar soluciones recurrentes y compartir aprendizajes con Producto, Proveedores y Operaciones.
Analizar métricas operativas para identificar tendencias, causas raíz y oportunidades de mejora.
Acompañar al equipo mediante reuniones estructuradas enfocadas en desempeño, métricas y desarrollo.
Crear reportes y dashboards que reflejen la operación, resultados e insights del soporte.
Impulsar acciones que aumenten la satisfacción del cliente y la efectividad del soporte.
Perfil:
xperiencia liderando equipos de soporte en entornos SaaS o B2B Tech.
Conocimiento en plataformas de ticketing, flujos de soporte, integraciones API y productos digitales.
Capacidad para organizar equipos técnicos y operativos bajo modelos de soporte escalable.
Sólida gestión de métricas operativas y comprensión de indicadores clave de soporte.
Habilidad analítica para convertir datos en decisiones y oportunidades de mejora.
Liderazgo orientado al servicio, la comunicación clara y el desarrollo del equipo.
Proactividad para documentar, mejorar procesos y coordinar con áreas técnicas y proveedores.
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