known errors are reused. Performance & improvement Own the team's SLA performance across response time, resolution time and customer satisfaction, monitoring through HubSpot, Jira and Grafana and acting early on risks. Produce weekly reporting on volumes, SLA performance, escalation trends and quality, and drive continuous improvement of workflows, escalation … background — comfortable reading between the lines of a connectivity issue and resolving it, not just routing it. Experience with CRM/ticketing tools (HubSpot, Jira or similar) and a data‐literate approach to performance reporting. Excellent written and verbal communication — able to translate technical complexity into clear, professional customer ...