Customer Experience Technical Manager

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July 3

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Blue Rose Consulting Group, Inc.

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Consulting • Information Technology • Wellness

Blue Rose Consulting Group, Inc. is a consulting firm that specializes in delivering IT and human capital solutions for both federal and commercial clients. The company offers a wide range of services including management and people advisory, information technology, and program solutions. Founded in 2017, Blue Rose is driven by the vision of making the impossible possible, focusing on impactful and meaningful solutions with a strong emphasis on combining technology with a human touch. Notable achievements include developing omni-channel engagement approaches for federal organizations such as the United States Department of Education's Office of Federal Student Aid. Blue Rose is committed to innovation and continuously develops solutions that enhance the performance of government, private sector, and non-profit organizations, greatly impacting lives locally and globally.

11 - 50 employees

Founded 2017

🧘 Wellness

📋 Description

• Lead and coach the 2nd Level Support, Migrations, and CX Ops: Training & KB teams, fostering collaboration, service quality, and a positive team culture. • Ensure effective communication of strategy and updates across teams, while promoting motivation, well-being, and alignment with company values. • Collaborate cross-functionally with Legal, DPO, Infrastructure, Sales, and other team.blue teams to resolve customer issues, ensure compliance, and support process improvements. • Oversee and enhance Managed Services (Hosting & IaaS), handle complex support cases, and continuously improve team operations and efficiency. • Drive training, knowledge sharing, and quality assurance in partnership with the CX Ops: QA and KB teams, supporting team growth and customer satisfaction. • Monitor team performance, assign tasks, conduct evaluations, and provide feedback while ensuring accountability and high productivity. • Represent the team in cross-brand collaboration, share best practices, and contribute to product and service improvements through customer feedback. • Support the broader business by occasionally taking on responsibilities outside the core role to help the company grow and evolve.

🎯 Requirements

• Proven leadership and team management abilities. • Excellent communication skills in both Greek and English. • Strong problem-solving, critical thinking, and decision-making skills. • Solid technical knowledge of Linux/Windows environments, web/mail servers (Apache, MySQL, Postfix, etc.), DNS, and control panels (Plesk, cPanel). • Familiarity with monitoring tools (e.g. Nagios, Prometheus) and web technologies (Node.js, Ruby on Rails, CDN, virtualization). • Experience with CMS platforms (WordPress, Joomla, etc.). • Strong project management and process improvement capabilities. • Ability to handle complex customer issues with empathy and efficiency. • Strategic, adaptable, and results-driven mindset.