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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