Customer Support Manager

Location:

Remote

Experience:

3+

Required skills:

Strong leadership and team management skills, Fluent English, Proven knowledge in AWS

Profisea is an Israeli boutique DevOps and Cloud company with a full cycle of services. For more than six years, we have been implementing best practices of GitOps, DevSecOps, and FinOps, and providing Kubernetes-based infrastructure services to help businesses of all sizes —SMB, SME, or large enterprise clients to stay innovative and effective.

Requirements:

• 3+ years of experience in Technical Customer Support, with at least 1 year in a leadership or managerial role 
• Strong leadership and team management skills 
• Fluent English 
• Proven knowledge in AWS services and technologies (AWS Certifications) 
• Analytical mindset and learning ability 
• Excellent communication and interpersonal skills, with the ability to work effectively with customers, peers, and team members as well as other stakeholders 

Your Responsibilities:

• Provide leadership; mentor and motivate Support Team 
• Construction and implementation of processes within the department 
• Foster a positive and collaborative team culture that promotes productivity and employee engagement 
• Technical support and communication with our customers about AWS services and technologies 
• Identify customer needs and recommend appropriate solutions 
• Ensure customer satisfaction by providing timely and satisfactory resolutions 
• Cooperate with other teams to make sure our clients receive the best experience possible 
• Incident investigation and troubleshooting assistance  
• Develop and implement strategies to improve customer adoption, satisfaction, and retention 
• Ensure that the team adheres to best practices and processes for incident management, problem resolution, and service request management 
• Be a part of an international team of experts with a warm and friendly atmosphere

What we offer:

• Competitive salary   
• Remote work 
• A flexible schedule (shifts) 
• Career growth 
• Medical insurance 
• Sport compensations 
• Professional working environment, where you’d be an essential member of our company 
• Corporate culture, mutual support