Support Manager

vor 1 Woche

Home Office, Deutschland NinjaOne Vollzeit 60.000 € - 120.000 € pro Jahr

About the Role

The Technical Support Manager is responsible for the day-to-day operations of a team of technical support engineers. You will be a trusted adviser to your team, and a calm, empathetic escalation contact for Ninja partners. In this role, you will model excellence and empathy; empowering your team to provide transformative experiences for our partners. This includes managing issue escalations by working with cross-functional teams to find timely resolution to customer-reported issues, as well as consistently reviewing and improving the team's internal processes. The ideal candidate is a passionate people-manager, eager to help all reports establish goals & objectives to ensure both employee development and company goals.

Location - Berlin/Germany

What You'll be Doing

  • Cultivate a high-performance, best-in-class, customer-centric support team ensuring targeted service and performance standards are achieved and exceeded while maintaining a high level of positive motivation (i.e. keep it fun)
  • Drive team education, training, and development initiatives using existing and future resources.
  • Review support ticket quality and ensure ticket handling processes are followed correctly. Coach and provide performance feedback as needed.
  • Drive day-to-day planning and execution of team objectives set by senior leadership.
  • Serve as a resource for the team on policies and procedures. Continuously analyze existing processes and procedures looking for ways to improve the customer and team experience.
  • Monitor team statistics to acknowledge achievements or to coach for improvement.
  • Maintain weekly, monthly, quarterly metrics on team performance; monitor team metrics to celebrate success and coach for improvement.
  • Identify trends in new and current tickets and raise awareness early to appropriate parties.
  • Communicate with senior leadership with regards to needs to accomplish the goals above
  • Guide and direct team leads.
  • Perform other duties as assigned.

About You

  • 5+ years' building and managing customer support teams, preferably in the SaaS space.
  • 5+ years' technical service, IT, hardware, and software service experience
  • Ability to operate at a high pace with an intense focus on creating transformational experiences for customers and employees.
  • Organized and detail-oriented while looking at the big picture.
  • Adept at communicating complex issues to all skill levels.
  • Intuitive with leading by being inclusive and engaging with others with diverse and different backgrounds and expertise.
  • Motivator: high energy and action-oriented with a passion for getting things done in complex environments
  • Experience with Zendesk, Salesforce, and/or other ticketing platform(s) required.
  • Strong knowledge of Windows, Linux, and MacOS environments preferred.
  • Bachelor's degree in computer science or related field preferred

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