Act as the main CS contact point for HQ and provide regular updates on support operations, ticket backlog, SLA, CSAT, recurring issues, escalation trends, and improvement actions.
Coordinate with HQ on support policies, process changes, product updates, reporting requirements, and service standards.
Create, update, and maintain customer support SOPs, workflows, FAQs, macros, internal instructions, escalation guidelines, and knowledge base materials.
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Act as the main CS contact point for HQ and provide regular updates on support operations, ticket backlog, SLA, CSAT, recurring issues, escalation trends, and improvement actions.
Coordinate with HQ on support policies, process changes, product updates, reporting requirements, and service standards.
Create, update, and maintain customer support SOPs, workflows, FAQs, macros, internal instructions, escalation guidelines, and knowledge base materials.
...