Description
The Manager, Slack Support, is a strategic leadership position responsible for driving the global success and operational excellence of Slack product support, contributing to seamless 24/7 global coverage. The role requires flexibility to work in APAC, EMEA, or AMER shifts as determined by evolving business needs and critical coverage gaps. A successful candidate should be willing to work in either of the shifts - APAC, EMEA, AMER EST or PST.
This leader is accountable for:
Driving World-Class Service: Establishing and enforcing operational and metric rigor to ensure high customer and learner satisfaction through exceptional service delivery globally.
Building High-Performance Culture: Cultivating a strong, collaborative, and rewarding team culture focused on accountability, results, and continuous improvement across all regions.
Strategic & Operational Consistency: Ensuring strong cross-organizational collaboration and leading global process standardization, alignment, and planning. This includes owning high-visibility escalation management.
Business Transformation: Leading and executing key transformational initiatives that enhance efficiency and drive significant business impact across the entire support organization.
The ideal candidate is a self-motivated, proactive, and independent leader who is strongly results-oriented and dedicated to delivering world-class support services that build brand equity.
Key Responsibilities:
1. Operational Management
Metric Accountability: Own the implementation and enforcement of global operational and metric rigor, consistently meeting or exceeding key performance indicators (KPIs) to drive service excellence worldwide.
Workforce & Coverage Strategy: Strategically manage Slack support operations, ensuring optimal staffing and 24/7 coverage to meet dynamic business and customer needs across all time zones.
Escalation Leadership: Refine standard global support processes and own high-priority escalation management to ensure swift resolution and minimal business disruption, regardless of region.
Data-Driven Execution: Deliver comprehensive, regular reports on global team performance, utilizing key data and insights to identify trends, drive effective results, and ensure alignment with the organization’s strategic objectives.
2. Technical Efficiency, Process Improvement, and Scale
Proactive Optimization: Champion operational efficiency by proactively identifying case trends and implementing prevention strategies, automation, and scalable solutions across the support ecosystem.
Customer Experience (CX) Enhancement: Continually review and refine global support workflows and tools, seeking opportunities to enhance the end-to-end customer experience.
Cross-Functional Collaboration: Act as the primary Support representative in cross-functional initiatives, collaborating with Product, Engineering, and other stakeholders globally to ensure successful organizational outcomes.
Hands-on Technical Problem Resolution and Escalation Management, including Incident Response and Management
3. Team Development and Culture
High-Performance Culture: Drive consistently high team performance while actively fostering a strong, healthy, and rewarding team culture rooted in shared accountability and continuous development across all global segments.
Technical Training and Mentorship: Proven ability to develop and deliver high-quality technical training and guidance to team members Actively coach and mentor team members to support their professional growth and long-term career progression.
Professional Experience & Expertise
Experience: Minimum of 8+ years in Technical Support and at least 2+ years in a management role leading technical teams.
Domain Knowledge: Proven experience managing teams responsible for Product Support.
Platform Proficiency: Strong working knowledge of the Salesforce/Slack platform and proficiency with enterprise-level support tools and technologies.
Problem Resolution: Demonstrated expertise in complex escalation management, cross-functional collaboration, and the development and delivery of technical training.
Core Competencies & Mindset
Leadership & Communication: Exceptional communication skills (written and verbal), strong executive presence, and proven leadership ability to inspire and guide high-performing teams globally. Analytical Acumen: Highly developed analytical and data synthesis skills with the ability to translate complex data into actionable insights for strategic decision-making. Stakeholder Engagement: Proven ability to effectively manage and influence internal and external stakeholders across various organizational levels and functions. Customer-Centricity: Possess a deeply ingrained customer-centric mindset focused on service excellence and brand-building execution.
Education: Bachelor’s degree in technical domain is required.