Customer Care Manager at Liferay | Torre
Customer Care Manager
Report
Liferay

Customer Care Manager

Liferay
Posted by
Former Torrex
star_border star_border star_border star_border star_border
star star star star star
(2.3K) info
Emma highlights
This highlight was written by Emma’s AI. Ask Emma to edit it.
Full-time

Legal agreement: To be defined

Compensation
USD50k - 80k/year
Non-negotiable
location_on
Hybrid (United States)
skeleton-gauges
You have opted out of job matches in .
To undo this, go to the 'Skills and Interests' section of your preferences.
Review preferences
Posted over 5 years ago

Requirements and responsibilities

• Lead day to day support operations to ensure that Liferay Cloud customers are receiving responsive and quality support • Manage major or critical issues with additional support teams to deliver solutions • Lead the prioritization of issues escalated to Liferay Cloud • Assist with strategizing and executing the team goals and policies for each year • Help manage Support Operations with additional support managers • Provide exceptional support to Liferay customers through live chat, calls, and our ticketing system • Maintain a proactive, professional, and quality relationship with customers through multiple channels • Generate reporting in relation to priority or strategic customers • Manage customer's critical issues • Understand feature improvements to our products and customer’s use cases and provide them to product teams • Understand customer's needs within our service so that we can improve our support • Contribute to customer renewal by communicating customer needs to the necessary Division Heads (Customer Success, Sales, and Engineering) • Inspire employees to work smarter and find purpose in their roles • Efficiency and Customer Feedback Management • Report to Liferay Cloud Managers of support customer health, and KPI • Monitor tickets and diagnose reasons for improvement • Collaborate with internal teams to advocate for product improvement and support policy • Provide weekly updates on Support status to Liferay Cloud Management team • Communicate needs and risks to Liferay Cloud Support that you cannot address yourself
This job opening is closed.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)

Thank you

Thank you

check_circle

Payment confirmed

Torre Hunt

Torre Hunt

A member of the Torre team will contact you shortly

In the meantime, continue adding information to your job opening.