Pristina

Customer Support Manager

The HeadHunter Group is an innovative Staffing and Recruiting Company operating in Albania, Kosovo, Montenegro, Macedonia, Bosnia & Herzegovina, Greece, Serbia, Cyprus, Bulgaria, and USA. We offer the newest mentality in the Staffing industry and our core business are Candidates and Clients. For our client, a Boston (USA) based company specialized in SaaS for logistic professionals, we are looking for:



CUSTOMER SUPPORT MANAGER - Based in Prishtina, Kosovo




About the Role


We are looking for an innovative, team-focused, and results-driven Manager of Customer Support.  This role will lead our Tier 1 & Tier 2 Customer Support teams.  You will provide guidance for technical issues, coordinate with the Customer Support team on coverage, and build on the success of the department to drive a world-class customer experience!  The ideal candidate for this position has effectively led a software and/or SaaS-based Customer Support team and is an innovative problem solver, capable of driving productivity while monitoring incoming contact volumes and SLAs.  Candidates for this role must have excellent written and verbal communication skills and have experience working with a variety of systems and technology.  Your #1 objective is to offer the best experience possible for any customer interacting with Tive, and you support the CS team in achieving this by offering hands-on team support.







Responsibilities


  • Direct management responsibilities for a team of Tier 1 & Tier 2 Customer Support Representatives, team objectives, morale, and culture

  • Empower the team to deliver great customer support experiences across multiple channels: email, live chat, and phone.

  • Setting quarterly individual goals and providing ongoing performance feedback

  • Evaluate measurement criteria to identify trends and drive improvements in organizational performance, including customer satisfaction, operating efficiency, and product quality

  • Work cross-functionally and collaboratively on process improvements, managing critical issue communications, and delivering on business objectives

  • Engaging in support of key accounts and escalation management

  • Establish relationships with customer-facing teams across the organization

  • A strong focus on building an inclusive and fun team culture!



Requirements


  • Requires a degree and 3 years of experience leading a support team in a fast-paced software support environment

  • Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Intuition For Business, Strategy Planning and Technical Aptitude

  • Act as a role model to others: sets an example of integrity, ethical behavior, and professionalism.

  • Maintain an inclusive and positive work environment.

  • Excellent organizational skills and ability to prioritize, lead, multi-task and execute projects multi-functionally

  • Superior communications skills (presentation, written, and verbal) to optimally interact with all levels of professional staff. Ability to explain complex concepts simply

  • Excellent skills in problem-solving and navigating complicated situations in a professional manner

  • A proven track record of growing the scope of a team

  • Familiarity with SaaS solutions is a must



NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Are you interested in a new challenge in an innovative company? Have you answered our questions well related to this position? Then we look forward to getting to know you and offer to you a very innovative challenge that will change your life forever! 




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