Your tasks

as Technical Support & Vendor Governance (Customer Support Specialist) •Manage relationships with external service providers, addressing inquiries and resolving issues promptly.
•Monitor and improve key customer experience metrics (e.g., CSAT, NPS), proactively identifying and resolving pain points.
•Train and coach support team members, promoting a customer-first mindset and service excellence.
•Continuously optimize support tools and systems to enhance operational efficiency and service quality.
•Oversee multi-channel support operations (email, chat, phone), ensuring timely responses and adherence to SLAs and KPIs.
•Uphold high standards of service quality, ensuring the team consistently meets or exceeds SLA targets.
•Handle escalated and complex customer issues with urgency, empathy, and effective resolution.
•Generate and interpret support performance reports to inform data-driven decision-making and process improvements.
•Mai...