Customer Service Team Lead — Incident Resolution & KB

Oracle Corporation; Kansas City (MO); Presencial; USD 110.000 - 140.000; Jornada completa

Descripción de la vacante

Oracle Corporation in Kansas City is seeking a senior Customer Support Manager to lead a team responsible for delivering technical customer support and resolving escalated service issues. You will oversee incident management, guide junior staff, and coordinate cross‑functional collaboration to achieve timely, complete resolutions.

The role emphasizes training on new product releases, expanding the Knowledge Base, and driving service improvements to enhance customer experience and satisfaction.

Formación

• Leads a team delivering technical customer support and resolves escalated issues.
• Monitors incident management to identify gaps and improve processes.
• Drives knowledge base expansion and customer experience improvements.

Responsabilidades

• Supervises a team serving as primary contact for service requests.
• Acts as escalation point for difficult inquiries.
• Monitors incident management to address gaps in resolution.
• Prepares training for new product releases and conveys feedback.
• Reviews customer feedback and follows up on survey results.
• Promotes collaboration with cross-functional teams to resolve issues.

Conocimientos

Team leadership

Incident management

Customer support

Knowledge base

Cross-functional collaboration

Documentation

Process improvement

Descripción del empleo

Oracle Corporation in Kansas City is seeking a senior Customer Support Manager to lead a team responsible for delivering technical customer support and resolving escalated service issues. You will oversee incident management, guide junior staff, and coordinate cross‑functional collaboration to achieve timely, complete resolutions.

The role emphasizes training on new product releases, expanding the Knowledge Base, and driving service improvements to enhance customer experience and satisfaction.