Technical Support General Manager

Location: Kharkiv, Ukraine

Wanted

We’re looking for an energetic and enthusiastic leader to manage a team of technical specialists to provide quality and efficient technical service to Namecheap clients. You will line manage and maximize the performance of your team members through effective planning and communication, encouraging and ensuring all communication is delivered in a professional, timely manner to all customers. You will also work on development, analysis and implementation of staffing, training, scheduling, and reward and recognition programs.

About Namecheap

Namecheap (www.namecheap.com) was founded on the idea that all people deserve value-priced domains delivered through stellar service. Today, Namecheap is a leading ICANN-accredited domain name registrar and web hosting company with over two million customers and more than five million domains under management - and we’re just getting started.

We are a uniquely global organization that works virtually to serve our customers – including individuals, businesses and resellers. Namecheap currently has operations and staff in the Ukraine, India, Australia, Europe, Canada, the United States and Mexico.

Our diverse culture provides our people with substantial opportunities to learn, to take on new challenges, and to grow their careers.

Responsibilities

  • Lead and drive a team to meet quality and other performance targets and expectations to contribute to a positive customer experience

  • Develop team members providing coaching on areas of development and empowering ownership of problems through to resolution

  • Work on staff motivation to ensure engagement of team members and their contribution when working on common goals

  • Encourage open communication between team members, suggesting and driving forward ideas on effective collaboration

  • Carry out performance review (including quality control assessment) of individual team members and team as one unit

  • Provide regular and constructive feedback to team members to help them develop, improve and enhance their skills and knowledge, take appropriate corrective action when required

  • Set goals to the team that are in line with the department and company goals, and ensure the required performance targets and deadlines are met

  • Monitor and provide regular report on team progress and performance and other requirements as required

  • Delegate tasks and decisions and ensure the team is organized to complete them to the relevant standards

  • Collaborate with peers and other departments to achieve company goals

  • Maintain own level of SME knowledge and skills at the relevant standards and act as an escalation point in technical area

  • Establish, manage and constantly improve technical support standards, processes and procedures within the customer support department

  • Establish and maintain documentation for all service arrangements and test labs at the appropriate level

Requirements

  • Intermediate or higher level of written and verbal English

  • Solid experience in managing technical support team

  • Solid technical background (HTML, Linux, Networks, Hosting, DNS)

  • Highly productive, customer-centric, team player with excellent communication skills

Contact us

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