Description

The Senior Director of Global Support is primarily responsible for leading and overseeing the performance of the region. Duties include providing assistance and guidance, ensuring the team has the right resources and tools to provide world-class support to our internal and external customers. Additional responsibilities include technical development, training, and delivery of support solutions. 

A technical lead works as part of the Regional Leadership team on a variety of projects, programs, cross-functional meetings and initiatives. The Sr. Director will assist or work escalations as required and will ensure their individual technical level stays high while developing other members of the support team. The role will be 50% utilization in casework and 50% in leading the team..

The position will require to travel up to 10%.

Your daily activities will be:

Team Focused Responsibilities

  • Ensure support team members are equipped with the tools and knowledge necessary to deliver world-class support services
  • Lead team members in technical knowledge with established processes
  • Responsible for team mentoring and handling escalations
  • Prepare, monitor, and report on defined training needs
  • Acts as a technical liaison and subject matter expert for the team
  • Feedback on processes efficiency and process improvement between support and other CD groups
  • Involvement in interviewing, hiring, and onboarding to maintain a full complement of staff

Customer Focused Responsibilities

  • Assist in resolution of escalated situations initiated by Cheetah Digital customers and partners
  • Monitor outgoing communication to clients on behalf of Cheetah Digital
  • Facilitate and maintain positive relationships with Cheetah Digital teams, customers and partners

Your required qualifications for this role

  • Bachelor’s degree or equivalent
  • 8+ years’ minimum experience in customer support, or equivalent 
  • 5+ years of experience managing a Global Team
  • Experience running Support Globally across multiple products/languages
  • Excellent written and verbal English skills
  • Collaborates effectively across functional teams, on a global scale
  • Impeccable organizational and time management skills
  • Tenacious commitment to finding the root cause of issues
  • Highly motivated, self-starter, with the ability to direct work efforts independently
  • Action-oriented with strong organizational, analytical and problem-solving skills
  • Ability to lead, build and develop a technical team
  • Analytic insight to identify and solve client’s business, marketing and technology problems
  • Building and growing effective teams through collaboration and successful conflict resolution
  • Process management with the ability to multitask and prioritize
  • Highly adaptable, fast learner
  • Strong technical aptitude and in support of Cheetah Digital application and solutions
  • Strong presence (work in a fluid environment, go getter attitude, very articulate)
  • Solid client-facing experience 

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