Reactive Support Manager - Korean

We are seeking a highly motivated individual to join our team as a Reactive Support Manager - Korean. In this role, you will work across a range of support offerings, including critical issue management and resolution, customer communication, and resource allocation. You will handle escalated customer/partner issues and complex support scenarios, engaging directly with customers to identify and resolve complex technical challenges and drive end-to-end problem resolution while upholding core values of empathy, passion, and integrity. This position offers the opportunity to make a significant impact on customer satisfaction and operational efficiency within our support organization.

• Be Part of Something Big – A growing company where your contributions matter.
• Make an Immediate Impact – Support groundbreaking technologies with real-world results.
• Work on Cutting-Edge Tech – AI, cybersecurity, and next-gen digital solutions.
• Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect.
• We Care – Integrity, empathy, and purpose guide every decision.

Resolution Customer

• Acts as a primary contact for moderate to highly complex issues for customers. Communicates with customers to understand their issues and improve their experience.
• Effective end-to-end escalation management, driving fast and accurate resolutions for our customers.
• Leads strategic projects designed to improve resolution times, customer satisfaction and increase efficiency.
• Set and manage support expectations with customers.

Escalation Handling

• Drive high-risk issues to resolution by establishing clear communication channels, documenting, and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders.
• Understand the cause of the issue, its business impact, and level of urgency from Customer and other stakeholders.

Collaboration

• Collaborates, leverages relationships, and influences engineering teams and/or operations teams to identify the right technical resource and ensures the right groups are engaged to resolve highly complex customer issues.
• Develops and maintains relationships with internal teams, partners, and senior leadership.

Process Improvement

• Identifies systematic issues and process breakdowns. Pushes creative thinking beyond closed boundaries to come up with process improvements and new ways to delight customers.
• Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and identifies strategies to resolve reoccurring issues.

• 2+ years of customer service, technology industry, or related experience.
• Bachelor's degree in technology, business, or equivalent field.
• Excellent relationship management, customer service and communication skills in variety
  of forms (written, live chat, conference calls, in-person.)
• Strong English & Korean written and verbal communication skills.
  • Other languages may be required depending on the location and area to be supported.
• Understanding of reactive case lifecycle and troubleshooting methodology.
• Strong judgment, decision making skills, and ability to work under continual deadline pressure.
• Excellent at multi-tasking, task prioritization and time management.
• Collaborative team player with strong stakeholder management skills.

• Customer Service Management experience in an IT related environment.
• Familiarity with Microsoft products/services.
• Information Technology Infrastructure Library (ITIL) Certification.