Customer Support Manager

Job title:

Customer Support Manager

Company:

Catenon

Job description

Production, Operations and R&DBarcelona (Spain)FUNCTIONS Responsibilities: • Leading and managing the customer support team, including support team and technical support team, and the Operations Center. • Developing and implementing customer support policies and procedures. • Ensuring timely and efficient resolution of customer issues and escalations. • Monitoring and analyzing support metrics to identify trends and areas for improvement. • Driving continuous improvement initiatives to enhance service quality and customer satisfaction. • Collaborating with other departments to align support strategies with overall business goals. • Managing the budget for the customer support department. • Conducting regular performance evaluations and providing coaching and development opportunities for team members. • Oversee and coordinate subcontractor activities to ensure alignment with department goals, compliance with service agreements and adherence to quality standards. Requirements: • Bachelor’s degree in business administration, Information Technology, or a related field. • Advanced degree or certifications in customer service management, project management, or technical support are advantageous. • Proficiency in customer support software (e.g., Salesforce) and analytics tools (e.g., Power BI, Tableau). • In-depth knowledge of service level agreements (SLAs) and operational level agreements (OLAs). • Fluency in English is required, French or Italian are a plus. • Minimum of 5 years of experience in customer support or technical support roles. At least 3 years of experience in a managerial or supervisory role. • Proven track record of managing customer support operations in a B2B environment, preferably with technical products. • Experience with managing and optimizing support processes and workflows. • Strong understanding of network operations and technical support principles.

Expected salary

Location

Barcelona

Job date

Sat, 10 Aug 2024 22:44:58 GMT

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