Remote Work: No Overview: At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve. You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world. Let’s create tomorrow together. Leads the work of managers, supervisors and professionals engaged in resolving problems with customers via telephone, email or chat sessions using full product knowledge and interpersonal skills. Supports the effective operation of the Customer Support Team. Responsibilities: + Executes and enables strategic policies and establishes and assures adherence to managing costs and supporting the development of staff and processes + Establishes operational objectives and work plans and manages the activities and exercises full supervision of a large team or multiple smaller teams with responsibilities for driving results. Owns all talent acquisition to support the team's success + Works directly with business stakeholders to handle and resolve critical and complex escalations from all points of contact, including customer, partner and internal parts of the organization. Acts as an escalation point to analyze and interpret customer concerns + Ensures resources maintain compliance with quality process and standards and reports analytics and identifies key needs within the structure of the team to maintain the support provided + Manages and champions trainings to improve knowledge of the support team; ensures agents are properly trained and able to provide accurate and responsive solutions + Estimates timeframes for complex projects and manages the completion of assignments within specified time, quality, and cost parameters + Identifies strategies for process improvement and verification activities; develops and applies quality improvement techniques + Assumes responsibility for the team development and support, including implementation and documentation of new projects and merging existing support with new business requirements + Demonstrates excellent customer service, communication and problem solving skills Qualifications: + Advanced Degree + Minimum 12 years' experience including minimum 2 years management experience + Fluent level of English (written and verbal) as well as local language as applicable + Intermediate level skills in Microsoft business applications including Word, Excel and Outlook + Customer service values/orientation + Advanced knowledge of the region and/product lines supported + Strong leadership skills coupled with a desire and ability for continuous learning/self-development + Role model level professional work behaviors (attendance, teamwork, time management) + Strong communication skills (listening, providing clear and concise information, using proper language and grammar) + Intermediate presentation skills To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com (https://www.zebra.com/ap/en.html) email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.