Job Description
Description
- Manage support teams in Mexico, providing 24/7/365 support to global customers and partners.
- Ensure a best-in-class customer experience through consistent responsiveness and monitoring.
- Develop and maintain operational metrics for the support organization, focusing on case management, knowledge sharing, and quality of escalations.
- Conduct people management activities, including regular one-on-ones, career planning, and annual focal reviews.
- Oversee customer escalations, ensuring effective situational management and communication with the leadership team on progress and plans.
- Collaborate actively with sales, product management, engineering, and other business units as required.
- Utilize analytical problem-solving skills to apply innovative thinking and drive continuous improvement in customer experience.
- Manage customer escalations and communications effectively, demonstrating account and project management skills.
- Research relevant subjects to enhance knowledge and support the commitment to continuous improvement.
- 8+ years of experience in a customer support role, ideally in a technical support capacity (of which 0-2 years are in a people management position).
- Bachelor’s degree in Computer Science or Engineering preferred.
- Proven experience managing a team of over 5 direct reports in a technical support environment.
- Familiarity with tools such as CRM, Knowledge Base, and ACD systems.
- High level of oral and written communication skills, with a focus on escalations management and project coordination.
- A strong leader who fosters a culture of customer and employee satisfaction within the team
- Analytical and innovative thinker with a track record of solving complex problems.
- Excellent communicator who can effectively collaborate with cross-functional teams.
- Committed to continuous improvement and capable of driving operational excellence.
- Enthusiastic about building a diverse and inclusive work environment, welcoming candidates from all backgrounds.
As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, and/or local law. For more information, please refer to Know Your Rights: Workplace Discrimination is Illegal.
We are committed to providing reasonable accommodation for all qualified individuals with disabilities. If you require a reasonable accommodation, please contact us at (669) 240-2248.
If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.
The privacy rights of all individuals including job applicants and candidates are very important to us. Our Gigamon Applicant Privacy Policy, will inform you about how Gigamon Inc. and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our careers website and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.).
We may use automated tools, including AI-based systems, to help screen and evaluate application materials for this role. These tools are designed to assess job-related qualifications only and do not make final hiring decisions; human reviewers remain involved in the process. Further, Gigamon uses Jobvite, developed by Employ, to screen and evaluate all Gigamon applicant resumes. The system analyzes resumes for skills, experience, and qualifications and processes employment history, education, and skills. This AI-based system is used for all Gigamon positions. For questions, contact [email protected]. You have the right to request reasonable accommodation; to do so, please send a message to [email protected].