Hybrid Software Support Manager en Toshiba global commerce solutions

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.