✨ About The Role
- The Senior Manager, Digital Support will be responsible for setting and achieving program goals related to digital support channels.
- This role involves advocating for and expanding digital support channels to enhance self-service solutions.
- The candidate will develop and maintain the content and organization of the knowledge base and related tools.
- Monitoring and reporting on digital support metrics such as resolution rates and self-service success will be key responsibilities.
- The role requires close partnership with training, workforce management, product, sales, and marketing teams to meet documentation needs.
âš¡ Requirements
- The ideal candidate will have extensive experience in digital support and customer service management.
- A strong background in developing and enhancing self-service solutions for customers is essential.
- Proven ability to manage and lead a global team of content and site administrators is required.
- Experience in tracking and analyzing digital support metrics to improve customer satisfaction is crucial.
- The candidate should possess excellent communication skills to collaborate effectively with various departments.