Senior Support Manager

hace 2 semanas

Granada, Granada, España Empresa reconocida A tiempo completo
Job Summary:

We are seeking a highly skilled and experienced Customer Support Team Leader to join our team at Empresa reconocida. As a key member of our support team, you will be responsible for leading a team of support professionals and ensuring that our customers receive exceptional service.

Key Responsibilities:
  1. Leadership and Team Management: Provide strong leadership and guidance to the team, motivating and developing team members to achieve their full potential.
  2. Customer Support: Ensure that support cases are prioritized and resolved in a timely manner, taking ownership of customer escalations and performing root cause analysis where required.
  3. Performance Management: Manage the performance and development of team members, conducting regular reviews and providing coaching and feedback to support their growth and development.
  4. Resource Planning: Proactively manage and plan the resolution of all outstanding customer support cases, ensuring adequate resources are available to meet forecast demand.
  5. Process Improvement: Foster an environment of continuous improvement and development, measuring success and driving improvements to support the achievement of SLAs and KPIs.
  6. Collaboration and Communication: Work closely with other teams and stakeholders to ensure seamless communication and collaboration, driving the achievement of business objectives.
Requirements:
  1. Leadership Experience: Proven experience of leading a team, with a strong track record of success in a similar role.
  2. Customer Support Experience: Significant experience of working in a customer support environment, with a strong understanding of customer needs and expectations.
  3. Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, team members, and stakeholders.
  4. Problem-Solving and Analytical Skills: Strong problem-solving and analytical skills, with the ability to analyze complex issues and develop effective solutions.
  5. Business Acumen: A strong understanding of business operations and processes, with the ability to drive improvements and support business growth.
Preferred Qualifications:
  1. Relevant Qualifications: A relevant degree or equivalent experience in a related field.
  2. Industry Knowledge: Knowledge of the software industry and experience of working with SaaS software would be an asset.
  3. Technical Skills: Experience of working with technical systems and tools, with a strong understanding of ITIL principles and practices.

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