Senior Customer Support Manager

hace 1 semana

Madrid, España Roamless A tiempo completo

Our truly global mobile connectivity service is up to 90% cheaper than traditional roaming. With one eSIM, you get instant, reliable data anywhere in the world. No SIM swaps, no hunting for Wi‑Fi, no choosing countries or data packs. Hiring globally and fully remote, we’re a team of 50 and we’re planning to grow to 100+ in the next ~18 months. Hi I’m Selim, Co‑Founder and Head of Support. I’m looking for someone who genuinely cares about customer experience, team culture, and operational excellence to work directly with me as we build Roamless’ support engine from the ground up. You’ll build an entire Support organization from scratch — no legacy systems, no outdated processes You’ll be the first senior leader in Support, shaping culture, quality, and long‑term strategy You’ll work on complex, meaningful problems in global connectivity — not repetitive retail support You’ll lead at the intersection of AI + human support , in a company designed around that collaboration You’ll have direct impact on product quality, user experience, and growth Roamless moves fast: decisions are quick, and your work shows up in production immediately Manage and coach a global team of Support Agents and (in the future) Team Leads Build and maintain 24/7 dual‑agent shift schedules and ensure smooth operational coverage Act as an early‑stage escalation point for complex customer issues (and de‑escalation with customers as needed) Maintain and improve SLA performance (first response, resolution time, CSAT) Process, Quality & SOP Ownership Ensure agents are following processes consistently and have the support/guidance/leadership they need Partner with Support Operations to align frontline workflows with automation and AI behavior — building a gold‑standard support team and operation in today’s world requires that we utilize automation and AI effectively to boost the Support Team’s capabilities, create bandwidth for the team to handle more complex issues, while ensuring that “human touch” is never lost for the customers Ensure agents are trained in troubleshooting multi‑IMSI issues, APN configuration, and eSIM activation Build the Roamless Support Academy for structured onboarding, upskilling, and certification (a future initiative) Introduce structure, accountability, and motivation into the support org Provide product and UX teams with frontline insights through Support Operations Ensure support is ready for new launches, feature changes, and network‑side updates Collaborate with the carrier‑escalations function inside Support Ops 7–8+ years in Customer Support roles, including 3–4 years managing teams ~ Customer‑empathy in a domain (communications and 24/7 connectivity) where the customers are almost always in need of “urgent” support ~ Experience running 24/7 shift‑based support teams ~ Proficient and fluent English (with other languages as a strong plus) ~ APNs, provisioning flows, network logs, multi‑IMSI troubleshooting) ~ Experience in high‑volume environments (not consistently, but as required since the product/service we provide is 24/7 and globally available in 200+ countries & territories) Location & Contract Fully remote, global role Full‑time position Fully remote . The trust and flexibility that come with a fully‑remote set up. Global Impact. Lead growth initiatives that directly shape our market success and global brand recognition.

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