Senior Customer Support Manager

Fourth is no ordinary product software company. We pride ourselves on unique cloud-based SaaS used by several million users which enables hotels, restaurants, bars, and pubs to improve efficiency and save money whether they're buying stock, scheduling staff, or creating recipes.

We are well-known across the globe for bringing the restaurant, retail and hospitality industries to the Cloud with our pioneering web and mobile products, as well as for superior customer service – and the people who make this happen.

With our mission to provide unparalleled customer experience, we offer support during business hours and P1 after-hours service. This role will focus on one of our core Enterprise solutions (MacromatiX) servicing the biggest Quick Services Restaurants in the world.

The Role: based in Sydney, Australia, the Senior Manager Support - Global is a customer service champion who takes pride in delivering outstanding service to external and internal customers and exemplifying teamwork daily.

You will lead a small global team of 8-10 support engineers working remotely in multiple countries globally to Support our Global customers and our Professional Services teams.

What You Will Be Doing:

Customer Experience:

   ●   Ensure that all tickets are allocated & maintained to the agreed-upon threshold/ SLAs; work high priority tickets as needed to ensure sensitive issues are addressed swiftly

   ●   Seek to expand your knowledge related to supporting performance indicators and innovative ideas that increase the support experience for our clients

   ●   The ability to successfully support the daily needs of all enterprise customers including the initial screening of support tickets, managing allocation throughout the team and pushing to the necessary L4 teams when needed

   ●   Facilitate escalations from customers using our incident management process to ensure the issue is resolved as quick as possible, using a controlled and clear process that keeps all stakeholders informed

   ●   Drive RCA (root cause analysis) process to ensure any issues once resolved, are clearly documented including timeline of issue to resolution, root cause, steps taken to address and our preventative measures

   ●   Own regular support meetings with key customers to ensure we stay on top of customer health, manage any escalations or concerns and plan any required changes including new version deployments and maintenance

Internal Governance:

   ●   Monitoring and testing the effectiveness of each delivered support process

   ●   Maintain quality assurance for all support processes

   ●   Manage error queues and internal escalation of issues that cannot be addressed within level 3 support

What We Expect From You:

   ●   Min. 2 years leading a support team

   ●   Min. 6 years technical support experience

   ●   SQL experience required

   ●   Sumo Logic experience required

   ●   Excellent communication skills

   ●   Strong team attitude, well-spoken, outgoing, dependable and flexible

   ●   Ability to work independently and efficiently to meet deadlines

Desirable / Preferred:

   ●   .Net experience desirable

   ●   AWS Redshift experience desirable

   ●   Experience working with CRM/ Ticket management solutions such as Zendesk & Rally preferred

   ●   Our primary language is English, but we support customers in 30 countries globally so any other language would be a bonus.

Our Values:

● Customer focus - We listen to understand our customers providing them with the best options to achieve their goals

● Collaboration - When we work together with a common purpose, we achieve collective success

● Adapt and Grow - We embrace innovation, agility and continuous improvement to overcome challenges, achieve our goals and strive for excellence

● Respect - Listening with intent to ideas and opinions, we embrace and celebrate differences, empowering people to be their best selves

● Honesty - Authentically allow us to build trusted relationships. Where there is trust, there is meaning in what we say, what we do and who we are

● Fun - Sharing passion and excitement for everything we do!

Only short-listed candidates will be contacted.