Support Services Lead

6 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Adobe Full time

We're seeking a Support Services Lead to join our team in Riyadh, where you'll be responsible for delivering exceptional support services to our Ultimate Support plan customers. As a key member of our team, you will work closely with our Technical Account Manager to ensure a seamless customer experience from day one.

Your Key Responsibilities Will Include:
  1. Partnering with our TAM to deliver top-notch support services to our Ultimate Support plan customers.
  2. Working closely with our Support Engineers and Management team to identify and resolve customer issues quickly and efficiently.
  3. Providing regular updates to our customers on the status of their issues and working closely with our internal teams to ensure timely resolutions.
  4. Leading regular case queue reviews with our customer team members to ensure accurate prioritization of issues and effective communication with our customers.
  5. Providing oversight and ownership of critical support issues, including developing and implementing plans to ensure timely resolution and excellent customer satisfaction.
  6. Contributing to service reviews by analyzing the performance of our technical support service delivery and identifying areas for improvement.
  7. Developing and maintaining our Service Improvement Plan, including communicating progress updates and collaborating with our Support Delivery Managers to address identified areas.
  8. Conducting customer-specific RCA analysis following significant events and providing the outcomes to our customers in a clear and concise Customer Facing Statement.
  9. Providing Support Health data and insights to our Ultimate delivery team and evaluating the overall Technical Health of our customers.


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