The Customer Support Team Manager in the newly created EMEIA Customer Support Organisation will be responsible for leading a team of Customer Support Specialists to deliver a world-class customer experience at every touchpoint. Working closely with the rest of the Customer Experience team along with the Sales team.
Managing the support team with approximately 8-10 support specialists Ensuring the daily support team works according to plan. Responsible for setting KPIs related to customer support. Responsible for ensuring delivery routines- and processes are clearly defined and documented. Responsible for cross-department/functional cooperation. Responsible for monitoring the overall quality of the team related to the support responses and CSAT. Responsible for team scheduling and adherence to this. Daily case planning, prioritization and distribution of mail/phone cases and resource allocation. Responsible for weekly meetings with team members, from agenda to follow-up of actions. Hold daily “pulse meetings” as required Act as a source of expertise and support to the team in the daily work with escalations of complicated cases. Coach, lead and motivate the team individually and as a group. Make sure the working environment is satisfactory. Responsible for ensuring that new employees are successfully onboarded. Responsibility for ensuring new employees receive the correct training. Report regularly to Director on all related to production and main targets for success. Responsible for the well-being of our team members. Responsible for the satisfaction of our customers. Responsible for continuous improvement. Actively work for commitment and motivation in the team. Responsible for partnering with the Sales teams and Customer Success Performs other duties as required.
Highly customer-focused; shows a real passion for the customer success industry Driven, self-starter, enthusiastic and with an “ownership” mentality Adaptable and able to thrive in a fast-paced, ever-evolving environment Proven experience in a customer-facing role demonstrating the ability to build long term relationships - preference for customer success or account management experience in a SaaS company Strong leadership qualities with the ability to collaborate with internal partners whilst co-ordinating key customer deliverables ensuring world class customer experience Advanced listening and verbal communication skills to understand customer’s needs, and ability to respond clearly and concisely both verbally & written Enthusiastic; strong work ethic with a positive mindset, and can-do attitude Negotiation skills Experience with Salesforce and/or Customer Success software is desired Experience of working to KPIs/targets Excellent English language skills, written and verbal. Additional languages are an advantage. Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required An undergraduate degree is preferred