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Customer Support Operations Manager
vor 3 Monaten
Your Role
As the Customer Support Operations Manager, your primary responsibility will be to guide and expand the Support team, ensuring the maintenance of our exceptional customer service standards. With a customer satisfaction rate exceeding 95%, you will work collaboratively with your team to uphold this benchmark. Your player-coach approach will be essential in preparing our rapidly growing team for success. You will also focus on achieving key performance indicators (KPIs), delivering ongoing training, and spearheading initiatives aimed at enhancing customer satisfaction. As our organization expands, so too will the Support teams, providing you with ample opportunity to refine and structure your responsibilities.
About the Support Team
The mission of the Support team is to ensure the happiness of our global customer base. Comprising 19 dedicated members across various locations, the team operates from multiple regions.
Your Journey Over the Next Year
In the initial months, you will immerse yourself in our systems, familiarize yourself with our product lines, and learn directly from the Head of Support. This will prepare you to assume responsibilities such as managing workloads, conducting performance evaluations, and reviewing agent interactions. You will also maintain close connections with fellow Support Team Leaders.
Following this period, you will assess the training needs of the team and develop a structured training program along with personalized coaching.
By the end of the year, you will have optimized processes, organized knowledge-sharing sessions, and significantly contributed to the Support function.
Key Responsibilities:
Dedicate 60% of your time to addressing the unique needs of the Dutch market while allocating the remaining 40% to team leadership duties.
Collaborate with cross-functional teams to deliver comprehensive solutions to customer inquiries.
Drive performance enhancements and ensure compliance with service level agreements.
Work alongside product and development teams to relay customer feedback and contribute to product improvements.
Formulate and execute strategies to boost customer satisfaction and loyalty.Lead team projects and initiatives for self-improvement, including coaching and training sessions.Monitor support KPIs, ensuring a satisfaction rate above 95% and a median response time of under 10 minutes.Conduct regular performance check-ins with team members.Act as an escalation point for the team during challenging situations, providing guidance and coaching opportunities.
Qualifications:
At least one year of experience in coaching teams or individuals.
A minimum of two years in a company within the IT/Software/SaaS sector.
Fluency in both German and English.
Experience serving as a key escalation point.Proven ability to inspire and motivate a team to meet performance goals.Thorough understanding of customer support processes and best practices.Ability to adapt to changing circumstances and evolving customer support needs.Familiarity with the Recruitee platform or similar tools is advantageous.A critical mindset to challenge existing processes and pursue optimization.
Why Choose Us?
About Our Company
We are a leading Talent Management Suite that empowers organizations to enhance the entire employee lifecycle through an innovative Applicant Tracking System, Human Resources Information System, and Performance Management Software—all integrated into one platform.
With a workforce of over 300 talented individuals across six global locations, we have successfully supported more than 7,000 organizations in over 100 countries with our premier HR technology solutions. Our extensive network of partners is dedicated to a shared vision: assisting People leaders in creating a better work environment.
Interested in Joining Us?
If you are eager to contribute to this exciting journey, we encourage you to explore this opportunity further.
We are an Equal Opportunity Employer, celebrating diversity and welcoming applications from all backgrounds. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, neurodiversity, or disability status.
