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Customer Support Services Manager / Site Manager



People & HR, Customer Service, Operations
Metro Manila, Philippines
Posted on Saturday, June 22, 2024
Customer Support Services Manager / Site Manager
Relay Robotics is growing fast and you will play a key role in expanding our capabilities to provide outstanding service and support to our global fleet of service robots. You will lead the development of our service and support operations in the Philippines, including selection and training of Level 1 and Level 2 support personnel, implementation of software tools, and development and training of SOP’s for this new team.
Schedule and manage a team providing 24x7 support over the phone, email, and our web-based fleet management tools.
Contribute to a team-based effort to select and train new technicians.
Coordinate and provide training to Level I support technicians to continually expand their capabilities and to enable most customer issues to be resolved in the first call.
Train and coach service personnel in professional courteous and clear communications, and in thorough data gathering, expectation setting, follow up, and other techniques.
Monitor performance and activity levels of the team, tracking KPI’s including % of calls answered, time to respond, time to resolve.
Ensure complete data collection and reporting to enable management and improvement of support performance.
Support the training and skills development of the Level II technicians/engineers
Monitor support tickets to ensure they don’t become “stale” and follow up on escalated tickets with the engineering or operations team members whose help is needed.
Report on service performance metrics to the rest of the company
Manage the office and infrastructure including service providers for network, phone etc., with the support of HQ management where needed.
Requires working an early shift 2-3 days per week to provide several hours of overlap with colleagues in the western US, Pacific time zone
Bachelor's degree or equivalent experience
5+ years experience in the technology services industry
Highly skilled in professional communications in support of customers’ technical problems, with ability to coach a team to provide exceptional service
Experience leading teams with progressively increasing responsibilities
Strong English language communication skills, especially with the ability to be easily understood by those with English as either a 1st or 2nd language
Skilled in learning and utilizing web-based systems such as help desk software, communications software, and tools for configuring equipment (such as a WiFi router)
Bonus points:
Hands-on technical experience with computers, networking, and ideally with some mechanical and electrical systems.
Experience working in the command line with Linux or Unix operating systems
Knowledge of networking concepts including TCP/IP, VLANs, DNS, DHCP, VPN, SSL, and experience in troubleshooting network connectivity problems