About the Role

Lead a team of support engineers to resolve customer technical issues and drive product improvements. Manage customer relationships and ensure team readiness for delivering excellent support experiences. Focus on operational excellence and cross-team collaboration.

Key Responsibilities

• People Management: Lead a team of product experts, drive accountability, and attract/retain talent.
• Response and Resolution: Manage technical support delivery, act as escalation point, and prioritize issues globally.
• Readiness: Ensure team has technical skills, collaborate with partner teams to fill readiness gaps.
• Product/Process Improvement: Communicate customer feedback, set operational frameworks to drive improvements.
• Business Integration: Identify collaboration opportunities with other teams to enhance customer experience.

Required Skills & Qualifications

Must Have:

• 7+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR Bachelor's degree in Computer Science, IT, or related field with 5+ years experience OR equivalent experience.
• 3+ years of people management experience.
• Mandarin Language: Fluent in reading, writing, and speaking.
• English Language: Confident in reading, writing, and speaking.
• Ability to pass Microsoft Cloud Background Check upon hire and every two years.

Nice to Have:

• 8+ years of people manager experience is preferred.

Benefits & Perks

• Industry leading healthcare