• Lead and develop people: Build a high-performing team through coaching, mentoring, and career development. Foster a culture of accountability, collaboration, and continuous improvement. • Oversee daily operations, including queue management, case assignment, service quality, and global coverage. • Own team KPIs and reporting, including SLA attainment, backlog health, fix timeframes, CSAT, and escalation trends. Provide regular executive updates. • Use CRM and support analytics to identify patterns, prioritize work, and drive proactive actions that prevent escalations. • Act as the primary point of contact for major customer escalations. Lead resolution efforts with clarity, urgency, and professionalism. • Conduct root cause analysis and corrective/preventive action reviews to close gaps in process, training, and product. • Optimize policies and processes to remove friction and improve efficiency. • Strengthen self-service resources and partner on enhancements that reduce customer effort. • Evaluate and adopt new technologies that advance the support operating model, including automation and AI-assisted capabilities. • Collaborate cross-functionally with Product, Engineering, and Customer Success to protect and improve the customer experience. • Support workforce management for forecasting, scheduling, and capacity planning.