Customer Support Delivery Lead

Oracle

Tallahassee (FL)

On-site

USD 63,000 - 132,000

Full time

8 days ago

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Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off

Job summary

Oracle is seeking an experienced customer support leader to manage a team responsible for resolving service requests and escalating complex issues. You will oversee incident handling, improve knowledge-base content, and drive cross-functional collaboration to ensure timely, high-quality solutions for customers.

The role emphasizes coaching, training on product releases, and data-driven improvements to support operations. A focus on KPI-driven performance and customer experience is essential.

Qualifications

Proven ability to lead a customer support team and manage escalation processes.
Strong written and verbal communication across technical and non-technical audiences.
Experience with incident management and knowledge-base improvements.

Responsibilities

Supervise a team handling service requests and escalations to ensure timely solutions.
Monitor incident management and identify gaps in resolutions and processes.
Coordinate cross-functional efforts for complex customer issues and product feedback.
Develop training for new releases and expand Knowledge Base for support efficiency.
Track metrics and drive continuous service improvements and customer satisfaction.

Skills

Team leadership

Incident management

Customer support

Documentation

Knowledge Base

Cross-functional collaboration

Metrics analysis

Job description

The role emphasizes coaching, training on product releases, and data-driven improvements to support operations. A focus on KPI-driven performance and customer experience is essential.

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