Global Support Manager

Support

Job Type
- PermanentLocation
- Madrid, Spain***

**Who are we?**:

- Deliverect is in hyper-growth As a global SaaS Unicorn, our mission is to be the backbone of on-demand food, with over 170 million orders completed, operating globally.
- We simplify online order management to help restaurants, cloud kitchens and food chains around the world become faster, smarter and more connected, so they can serve even more delicious food to their customers.
- With real-time insights they can manage inventory, track revenue growth, automatically update stock, adjust menus globally and spot new opportunities across platforms with ease.
- **Who we work with**

Food delivery platforms such as Glovo, Deliveroo, Uber Eats, Doordash, Delivery Hero and customers such as Taco Bell, Burger King, KFC, Unilever and your local takeaway too

**Our People**

Located in our hubs across Europe, North America, South America, Australia and the Middle East we are growing rapidly. We are ambitious, take ownership and celebrate success with the entire team. Because we have a deep level of respect for each other, there is always room to learn and develop.

**Reason for the role**:

- The Global Support Manager reports directly to the Global Head of Customer Experience, and will be responsible for heading up Deliverect's technical support teams, including other functions like WFM and training.
- The role will be essential in the development of self-serve support initiatives and process automation, in close collaboration with other teams and departments.
- In addition to supporting the Team Leads in performance and quality-related activities, this role will also work closely with other teams in the Customer Experience department to improve processes and workflows. This also includes cooperation with pre-sales teams, product, account management etc.**Tasks and responsibilities**:
Deliver on performance targets and KPIs with regular reporting routines
-Inspire, guide and lead the Support teams and staff functions through growth and scaling initiatives
-Propose and implement efficient process and workflow improvements across teams and with other departments, especially with focus on scaling and automation
-Contribute and participate in strategy planning, this includes participation in company wide projects
-Collaborate closely with Global Deployment Lead to achieve synergies and improved cooperation
-Constantly focus on support initiatives which benefit the customer experience and journey, including initiating changes in communication, channels, tools and platforms

**Job Requirements**:
English and Spanish proficiency is required; other languages are beneficial, not essential (French, Arabic, Italian)
-Excellent communication skills
-Minimum 5-8 years'+ senior experience in leading multiple teams through performance and change management
-You are a structured manager with impeccable integrity and awareness of your leadership style
-Understanding of workforce management and staffing routines for 24/7 support teams
-Experience in B2B customer support
-Experience progressing projects across teams
-Previous experience in a scaling and fast paced growth business is advantageous
-Experience within SaaS or technology industry is advantageous
-Working knowledge in food ordering or the restaurant industry is an advantage, not a requirement
-This role is located in Madrid; this is not a remote role: our teams are typically in the office at least 2-3 days per week+ (Standard working hours Monday-Friday)

**What we offer?**:
Range of benefits including health insurance, phone allowance and gym membership
-We want to support everyone. We offer flexibility around working hours, locations and office days.
-Diverse international team; regular company and team events
-Transparency and visibility including a weekly company sprint on vision, strategy, roadmap and progress
-Constantly innovating product with weekly releases, constant new features and incremental optimisations
-An early position in a scaling international startup with strong growth plans
-Be a part of solving some of the biggest challenges facing the global food-tech market

**Equal Opportunities**: