Emea Gethelp Team Manager

1 semana atrás


Lisboa, Portugal Microsoft Tempo inteiro

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

The GetHelp team is looking for customer obsessed, analytical, and people first leader to join our team. The GetHelp Services team specifically assumes project management of complex, multi-workload escalations and drives them to resolution. This team collaborates closely with the Engineering Business Groups, Technical Support teams in CSS, CELA and Account Teams to prevent recurring escalations by identifying and working to resolve systemic issues. The GetHelp team’s ultimate goals are providing a world class reactive Customer support experience driving swift resolution while identifying proactive opportunities to reduce escalations driving improvements to improved Customer/Service Health.

**Responsibilities**:

- Deliver World class Customer support experience
- Coach/Mentor/support others to drive swift issue mitigation for our customers for active support escalations
- Lead engagement with business stakeholders for most complex, mission critical, or politically hot customer cases, driving ownership of issues through resolution, effectively communicating with CXX level stakeholders (internal and external)
- Collaborate effectively to solve internal/external customer issues improving processes to provide enhanced Customer experience.
- Attract/retain/Inspire/develop talent both local and remote
- Drive employee morale, engagement, and motivation through effective leadership
- Support direct reports in achieving their individual performance goals and career aspirations, relationships, and collaboration
- Build and sustain positive and effective partnerships with internal stakeholders
- Identify/develop innovative support process solutions to simplify and drive efficiency
- Improve the overall effectiveness of the global organization, participating in global business initiatives

**Qualifications**:
Required Qualifications:

- Strong experience as people manager
- Extensive experience in direct customer interaction. Customer obsession.
- Demonstrated ability to lead teams located across EMEA
- Demonstrated ability to build/lead a team as a strong attractor of talent
- Excellent interpersonal, written and verbal communication skills (Cxx level)
- Problem solving skills
- Strong cross-group collaborator, building/extending relationships
- Action oriented
- English Language: fluent in reading, writing and speaking

Preferred Qualifications:

- Bachelor’s Degree (B.S./B.A.) Business or Computer Science (preferred)
- Breadth knowledge of Microsoft products/services/programs and policies
- Ability to effectively influence without authority

This role is flexible in that you can work up to 50% from home.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.



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