Senior Manager, Support Engineering

As a Senior Manager of Support Engineering at Afresh, your responsibilities encompass leading both Tier 1 and Tier 2 technical support teams. You'll be tasked with mentoring engineers, managing support operations, analyzing ticket trends to grasp complex problems, and fostering strong relationships within the team and across other departments. Your role is pivotal in ensuring effective communication during high-priority issues, while also driving continuous improvements in our support processes to enhance customer satisfaction.

To succeed as a Senior Manager of Support Engineering at Afresh, candidates should possess over 8 years of experience in support engineering or related fields, with at least 5 years in a technical leadership role. Strong problem-solving skills, experience with data analysis, familiarity with SQL, and proficiency in customer support tools like Zendesk are essential. Additionally, an empathetic approach to leadership and mentoring will help you excel in fostering a supportive team environment.

The Senior Manager of Support Engineering plays a key role in advancing Afresh's mission to reduce food waste by ensuring our technical support operations run smoothly and efficiently. By mentoring your team and improving support processes, you'll help streamline operations and enhance customer experiences. Your efforts will directly contribute to better servicing our grocery partners, allowing them to implement our solutions effectively and achieve scalable results in food waste reduction.

A successful Senior Manager of Support Engineering at Afresh should possess strong strategic problem-solving abilities, exceptional communication skills, and a proactive mindset. Experience in project management, especially using agile methodologies, will be invaluable. Additionally, a calm demeanor in high-pressure situations, along with the capacity to analyze data to identify areas for improvement, will ensure you lead your team effectively towards our shared goals of sustainability and food waste reduction.

A typical day for a Senior Manager of Support Engineering at Afresh includes overseeing support team operations, conducting one-on-one meetings with engineers, and collaborating with cross-functional partners to address customer needs. You'll analyze support ticket data to identify trends, strategize on process improvements, and ensure timely communication with your team. Managing urgent customer incidents and coordinating resolutions will also be part of your daily responsibilities in this dynamic role.

In a situation where a critical incident arises, I would first ensure that we have a clear understanding of the problem's impact and urgency. I'd coordinate with the technical team to gather information swiftly, communicate effectively with affected customers to manage expectations, and prioritize resolution efforts based on customer impact. Keeping all stakeholders informed through regular updates is paramount to maintaining transparency and building trust.

I believe in a personalized approach to mentorship based on each team member's strengths and areas for growth. Regular one-on-ones provide an opportunity to understand their aspirations and challenges better. Offering tailored training resources, encouraging open communication, and celebrating achievements are key strategies I employ to foster professional growth and enhance team dynamics.

In my previous role, I identified that ticket resolution times were lagging due to unclear escalation paths. I spearheaded a project to map out the escalation process clearly, providing our team with detailed guidelines and ensuring every engineer understood when and how to escalate issues. This restructured approach led to a significant reduction in average resolution time, enhancing overall customer satisfaction.

I prioritize tasks by assessing urgency and impact on customer experience. Utilizing a matrix that evaluates both the severity of issues and how many customers are affected helps me allocate resources effectively. I maintain open communication with my team to ensure they understand priorities and can adapt to any changes as needed.

Data analysis is vital in identifying trends, tracking KPIs, and making informed decisions. I regularly review ticket data to uncover recurring issues, assess team performance, and drive process improvements. This data-driven approach allows us to devise strategies that maximize customer satisfaction while optimizing our support workflows.

Ensuring quality interactions with customers begins with training and clear communication on the standards we set. I encourage a customer-first mindset within the team, emphasizing the importance of active listening and empathy. Monitoring support tickets and providing real-time feedback also play critical roles in maintaining high-quality support standards.

Managing third-party vendor relationships involves regular communication and clear expectations. In my previous role, I worked closely with vendors to ensure alignment on support processes and quality standards. By establishing open lines of dialogue, I could swiftly address concerns and enhance collaboration, ultimately benefiting our customers.

In a remote environment, team building requires proactive engagement through virtual activities, regular check-ins, and transparent communication. I organize team-building exercises and encourage informal catch-ups to foster camaraderie. Creating an open culture where team members feel comfortable sharing challenges helps strengthen bonds and collaboration.

I have extensive experience with tools like Zendesk, Zapier, and various CRM systems. Proficiency in data analysis tools, including SQL, allows me to extract meaningful insights from tickets. Additionally, I am familiar with project management software, ensuring that I can efficiently track progress on initiatives and collaborate across teams.