Support Operations Lead (SaaS) - SLA, JIRA & Analytics

Thatcher Technology Group; Canada; On-site; USD 42,729 - 71,215; Full time

Job summary

An innovative company is looking for a Customer Support Team Lead to enhance their support operations. In this pivotal role, you will manage ticket workflows, ensure compliance with client SLAs, and leverage analytics for insightful reporting. Your leadership will drive efficiency and elevate customer satisfaction. If you have a passion for optimizing processes and leading teams in a technology-driven environment, this is an exciting opportunity to make a significant impact. Join a dynamic team where your skills in JIRA Service Management and data analysis will shine, and help shape the future of customer support in a thriving industry.

Qualifications

• Proven experience in customer support management in a SaaS environment.
• Strong expertise in JIRA Service Management administration.

Responsibilities

• Oversee ticket management and ensure timely customer support.
• Analyze support data to drive process improvements.

Skills

Leadership Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Tools

JIRA Service Management

SQL

JavaScript

C#

Job description

An innovative company is looking for a Customer Support Team Lead to enhance their support operations. In this pivotal role, you will manage ticket workflows, ensure compliance with client SLAs, and leverage analytics for insightful reporting. Your leadership will drive efficiency and elevate customer satisfaction. If you have a passion for optimizing processes and leading teams in a technology-driven environment, this is an exciting opportunity to make a significant impact. Join a dynamic team where your skills in JIRA Service Management and data analysis will shine, and help shape the future of customer support in a thriving industry.