Manager, Customer Support

Manager, Global Customer Support at Collibra is responsible for

Lead, coach, and mentor a team of Support Engineers, empowering them to deliver exceptional technical expertise and customer-centered service

Partner closely with Sales, Customer Engineering, and Product & Engineering teams to relay customer feedback and address inter-team operational handoffs

Develop and implement strategies to achieve team and individual performance goals, exceeding customer, organization and company expectations

Foster a collaborative and supportive team environment where knowledge sharing and professional development are encouraged

Identify and implement process improvements to enhance the efficiency and quality of your team's service delivery and operations

Manage all support engagement activities for your assigned team’s products, including new product introductions, go-to-market launches, and release readiness initiatives

You have

Demonstrated success leading a global or regional technical support team within a SaaS or enterprise software organization

In-depth knowledge of complex technical concepts and the ability to translate them into clear and concise communication for a non-technical audience.

Strong understanding of customer lifecycle management, escalation processes, and success metrics

Excellent communication, interpersonal, and coaching skills with the ability to motivate and inspire others

Ability to prioritize tasks, manage multiple deadlines, and thrive in a fast-paced environment

A bachelor’s degree or equivalent related working experience is required

This position is not eligible for visa sponsorship

You are

A leader who sets clear, actionable goals

A relationship builder who fosters cross-functional collaboration

Data-driven, using insights for continuous improvement

Committed to exceptional customer experiences and results

Organized, accountable, and adaptable in dynamic environments

Measures of success

Within your first month, you will acquire fundamental knowledge about Collibra processes/tools and start building team & cross-functional relationships

Within your third month, you will operationally manage the team and the product pillar, and take ownership of escalations.

Within your sixth month, you will manage the team, ensure strong employee engagement, manage cross-functional initiatives, and help implement continuous improvement activities.

Benefits at Collibra

Collibra recognizes and values that everyone has different needs, interests, and life goals. We built our benefits program with flexibility in mind to support you and your loved ones through a diverse range of circumstances and life events. These flexible offerings sit on a foundation of competitive compensation, health coverage, and time off. Learn more about Collibra’s benefits.

We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about diversity, equity, and inclusion at Collibra.

At Collibra, we’re proud to be an equal opportunity employer. We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone.

With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category. If you have a need that requires accommodation, let us know by completing our Accommodations for Applicants form.