Responsibilities: - Supervise the performance of the engineering team, offering constructive feedback to ensure adherence to established processes and procedures. - Manage ticket assignment processes, ensuring equitable distribution of workload among agents. - Monitor real-time dashboard data, escalating priority tickets and VIP escalations as necessary for timely resolution. - Cultivate strong relationships with engineering and brand teams to enhance communication and client resolution times. - Review brand standards and create reference materials for agents to ensure compliance. - Identify procedural gaps and update process documents to enhance team efficiency. - Allocate resources effectively to address severity tasks and escalations promptly. - Ensure adequate coverage during critical hours and facilitate additional training and certifications for agents. - Provide guidance and support to agents by shadowing on tech dispatches and identifying process improvements. - Track and resolve login issues and manage leave approvals based on business needs. - Attend daily meetings with the engineering team and provide weekly utilization reports. - Conduct weekly engineering meetings and maintain a training tracker for new agents. **Requirements: ** Requirements: - Bachelor's degree in a relevant field. - Minimum of 3 years of experience in a customer success or similar role. - Strong leadership and communication skills. - Proficiency in data analysis and dashboard monitoring. - Ability to foster collaboration and maintain positive working relationships with cross-functional teams. - Detail-oriented with the ability to identify procedural gaps and implement improvements. - Prior experience in resource management and scheduling preferred. - Familiarity with ticketing systems and customer support tools. - Ability to adapt to a fast-paced environment and prioritize tasks effectively.