Senior Customer Support Manager

Discover Trend

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro’s cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, the platform delivers a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response. With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world. For additional information, visit www.trendmicro.com

Discover You 

At Trend, we are always looking for top talent. We hire capability 1st, and you will work with the best. When you join us, you have direct access to any level, and freedom to make an impact and influence. With Trend Micro, you drive your own development. You are recognised for your passion to succeed, and can be the best part of yourself here.

Discover your next exciting career opportunity….

Description:

With a passion for exceeding customer expectations the primary function of the Customer Support Manager will be to ensure the provision of top-class technical support to Trend Micro’s customers. Our Premium Support team are extremely customer focused, and the team strives to build loyal relationships with our key customers that promote trust in Trend Micro solutions and CyberSecurity technology.

We are looking for a seasoned Technical Support professional who can combine leading people with a keen eye for delivering operations whilst working with us to raise the bar in Support process and developments in the exciting space of leveraging AI and automation for support delivery.

In this role you will lead a team of Support Engineers and be a strong connection between the Technical Support team and our Premium Service Manager teams across Europe. This role reports to the Director for Technical Support in Europe.

You Have:

• Minimum of 5-6 years proven experience gained in people management.
• Minimum of 5-6 years proven experience gained in a Technical Support background.
• Proven ability to mentor colleagues within a technical customer support environment
• Experience in working in a cross-cultural environment
• Excellent interpersonal and communication skills, both written and verbal
• Effective communicator with a positive and confident attitude
• A strong collaborative spirit
• A flexible approach and openness to change and transformation
• Business awareness and familiarity with partner business and support models

Roles and Responsibilities:

• Executing organizational plans in conformance with the company’s policies and the objectives of the senior leadership
• Understanding and Translating company strategy to your team
• Support and coach team members to reach their full potential.
• Participate in projects and initiatives related to Technical Support process and technology advancements.
• Defining and monitoring key performance indicators.
• Makes recommendations related to performance, salary review and promotions
• Career planning
• Dedicated to meeting the expectations and requirements of internal and external customers.
• Gets first-hand customer information and uses it for improvements in products and services.
• Always acts with customer in mind.
• Establishes and maintains effective relationships with customers and gains their trust and respect
• Presents truth proactively in an appropriate and helpful manner
• Keeps confidences, admits mistakes and doesn’t misrepresent themselves for personal gain
• Clear communicator

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At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. We like to have fun while taking our culture seriously. We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.

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