Technical Support Team Manager

Netflix is seeking a dynamic Technical Support Team Manager to join our Technical Support Team in our inbound call center located in Hillsboro, Oregon.

Strong preference for grave shift availability, including weekends.

We are looking for candidates who thrive in a fast-paced, dynamic environment and are successful in motivating and developing teams by coaching, mentoring and leading by example. This position requires a high level of face-to-face interaction with their direct reports. Additionally, candidates must be passionate about exemplary customer service, possess outstanding technical skills and demonstrate strong analytical and problem solving skills. This is an ideal opportunity for creative thinkers who want to lead a high performance team and be a part of a purely customer-focused company.

Duties & Responsibilities:
• Build a strong and effective team committed to delivering world class customer service and achieving organizational goals
• Drive performance through team coaching and training
• Provide feedback on product performance and trends to Product Development and other internal teams
• Demonstrate a strong level of product knowledge and a commitment to quality and consistency
• Identify and analyze escalated problems and provide guidance to team
• Hire exceptional candidates
• Train and develop the team, including regular one on one meetings with team members and overall performance management
• Review and analyze metrics in order to drive team performance
• Initiate and develop relationships with others throughout the company in order to identify and understand customer and business needs
• Participate in special projects and performs additional duties as required

Qualifications

Work Experience:
• Minimum of 5 years previous experience managing a team of service focused employees ( call center or customer service support preferred)
• Track record of successful leadership in a dynamic, rapid growth and
entrepreneurial environment.
• Strongly prefer Call Center experience.

Education:
• Bachelor’s degree or equivalent work experience in lieu of a degree.
• Additional professional development coursework or certifications in customer service, leadership and management desired.

Technical Skills:
• Excellent technical skills, use of metrics to drive results (call center technologies including CMS and Workforce Management applications preferred)
• Proven troubleshooting with hardware and/or software, network configuration experience
• Intermediate level skills in MS Office applications with strong emphasis in MS Excel
• Excellent interpersonal skills, ability to integrate with an existing team and thrive in a rapidly changing environment
• Superior problem-solving and decision-making skills, enabling independent review of options for issue resolution and a strong track record for sound judgment calls.
• Ability to work independently by multi-tasking, appropriate prioritization and strong time management, to independently manage follow-up and meet aggressive deadlines
• Excellent written and verbal communication skills, across all aspects of job and organization

Characteristics of success at Netflix
• Strong customer orientation, both internally and externally
• Strategic thinking both technically and about the business as a whole
• Ability to execute successfully on business strategy
• Self motivated/self starter
• Desire to work in a fast-paced, evolving, and dynamic environment
• Love of challenges and the sense of pride it brings to solve them
• Ability to work well in a cross functional environment
Please see job description.

For quick consideration apply here