Role Customer Support Lead
Delegator |
Business Operations (Management) |
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Role Keeper |
Arngard Brülisauer |
Purpose
Creating a Customer Support Domain and later a dedicated team to account for it is an experiment that starts in March 2023. Just defining a new domain alone doesn’t do much, especially as there is no team in the beginning.
We need someone to lead governance (to evolve the existing and needed processes), organize and coordinate operations, also to take some of the operational work of this domain, to get started, and later lead in the team.
Key Responsibilities
- Governance
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Evolve the processes of Customer Support.
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Actively participate in evolving interfaces between Customer Support and other Domains and Teams of VSHN.
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Participate in Team Development Work Group as relevant.
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- Coordination and Operations
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Oversee, coordinate and actively participate in the operational work of Customer Support.
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Documentation and Training
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Key Deliverables
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Leadership and facilitation for Governance, evolving involved processes and structures
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Documentation, Presentations and Training of needed processes and agreements
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Organization-wide go-to person regarding the involved processes and responsibilities
Dependencies
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Product clarity by Product Management, especially Product SLA and Support Plans
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Need and constraints from Customer Support stakeholders
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Customer contacts, basic information and contacts by and in co-operation with Customer Experience Team
Mindset, Skills and Capabilities
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Focus on the balance between customer satisfaction, quality and the needs of our teams.
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Excellent in customer communication, English and German.
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Strong in collaboratively understanding impediments and organizational need, evolving solutions, decision-making and reviewing effectiveness, valuing Sociocracy 3.0 principles.
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Focus on pragmatic and iterative / continuous process optimization.
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Understanding of Agile and Scrum (how our value stream teams work.)
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Ability to differ between Operations and Governance (Doing vs Steering.)
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