Customer Support Manager

October 22

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Description

• Manage and mentor a customer support team, fostering a positive, customer-centric culture. • Ensure the smooth operation of the customer support function, from handling escalations to optimising workflows. • Regularly seek and provide constructive feedback to the team, promoting a culture of continuous learning and improvement. • Take ownership of the customer support function, making independent decisions that align with company values and objectives. • Use your expertise to address complex customer issues, developing long-term solutions that prevent future occurrences. • Work closely with cross-functional teams, including Product and Partnerships to ensure customer feedback is integrated into our roadmap. • Track and report on key performance indicators (KPIs) to measure team success and identify areas for improvement. • Identify skill gaps within the team and implement training programs to address them, ensuring the team is always equipped to provide top-notch service. • Continuously assess and refine customer service processes to enhance efficiency and effectiveness.

Requirements

• Experience: Minimum 5 years of experience leading customer service or contact centre teams, preferably in start-ups, SaaS or tech environments. • Leadership: Proven track record of successfully managing and developing high-performing teams. • Customer focus: Deep understanding of customer service principles, metrics, benchmarks and a passion for delivering exceptional customer experiences. • Organisational skills: Highly organized, with the ability to manage multiple priorities and tasks in a fast-paced environment. • Collaboration: Collaborative mindset with the ability to work effectively across teams and departments. • Growth-mindset: Eagerness to learn, grow, and take on new challenges. Open to feedback and committed to continuous improvement. • Problem solving: Strong problem-solving skills, with the ability to think critically and develop creative solutions. • Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively. • Technical proficiency: Comfortable with customer service software (Zendesk, Intercom), CRM systems (Salesforce), and other related tools. • Analytical skills: Strong analytical skills, with the ability to develop complex reports (Customer Support specific and business specific), identify trends and gaps and implement solutions to address them.

Benefits

• Home office budget of €650 which can be used to purchase items such as a desk, chair, mouse, keyboard & monitor, etc. On top of that, choose between MacBook Air (M3 chip) or Dell XPS and have it delivered prior to your starting date. • Offsite fun & team trips since there’s nothing more important than culture and team spirit. We meet twice a year as a company and once as a team. Click here to watch a video from one of our early offsite events. • Unlimited co-working options through our partner desana all around the world. • Mindsurance: premium digital mental health care for remote teams. • 24 paid vacation days on top of the bank holidays (specific to the country you are in) and special leaves. • Permanent full-time employment through our partner Remote.com.