Customer Support Director

hace 2 semanas

Barcelona, Barcelona, España Empresa Reconocida A tiempo completo
Customer Support Manager

At Empresa Reconocida, we are seeking a highly skilled Customer Support Manager to lead our customer support team. The ideal candidate will have a proven track record of managing customer support operations in a B2B environment, preferably with technical products.

Key Responsibilities:
  • Lead and manage the customer support team, including support team and technical support team, and the Operations Center.
  • Develop and implement customer support policies and procedures.
  • Ensure timely and efficient resolution of customer issues and escalations.
  • Monitor and analyze support metrics to identify trends and areas for improvement.
  • Drive continuous improvement initiatives to enhance service quality and customer satisfaction.
  • Collaborate with other departments to align support strategies with overall business goals.
  • Manage the budget for the customer support department.
  • Conduct regular performance evaluations and provide 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, with at least 3 years in a managerial or supervisory role.

Why join us? At Empresa Reconocida, we value our employees and offer a dynamic and supportive work environment. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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