Customer Support Manager

**Here's a little taste of your challenge**:
Oversee the team's handling of customer queries, and offer support for escalations through to resolution, empowered by knowledge of processes, policies, and procedures, and empathy and compassion.
- Execute multichannel Customer Support strategies.
- Review and establish best practices and policies for our Customer Support teams of 70 people.
- Establish quality standards and monitor the team’s adherence to these in cooperation with our Quality Team
- Forecast and optimize front line human resources for the current 6 teams in Europe.
- Set and adjust customer satisfaction targets and work with the teams to meet targets consistently to improve customer engagement and retention.
- Hire, on-board and train new Customer Support Team Leads
- Strategically identify and lead areas of improvement and propose new processes and workflows to meet the quality of speed and service KPIs, as well as trust and safety KPIs and overall customer satisfaction KPIs.
- Ensure the well being of the front line Customer Support teams, and provide resources to cope with the potential difficulties. Have a compassionate, empathetic approach to issues raised by the team.
- Oversee the creation and maintenance of internal and external (Help Center) documentation, offering answers and useful tips to empower members to make the most of it.

**What do we expect from you?**
- You have experience as a Customer Support manager of multiple country based teams
- You excel at identifying growth opportunities for your team members and developing and coaching them
- You excel at customer service and conflict resolution, displaying empathy and high emotional intelligence and strategically work with key stakeholders (Head of regional sales, Enterprise key account managers) to drive and manage the challenges from our customers and sales
- Your approach is compassionate and assumes the best intentions.
- You display resilience; and can adapt and tolerate stress.
- You have proven experience handling confidential and sensitive information with discretion and care.
- You have strong report-writing skills.
- You have a strong sense of time management and urgency.
- You can work independently and collaborate with others effectively.
- You have excellent written and verbal communication skills.
- You have exceptional planning and organizational skills.
- You show attention to detail.
- You have a high level of self-awareness and know when you step away and raise your hand when you need help.

**What can you expect from us?**
- The chance to work in a fast moving, innovative and international team, dealing with different countries and cultures;
- A company culture that likes to work hard and play hard. We like to have fun. There is no sense coming to a job everyday if you don’t like the people you work with;
- Decisive actions. We don’t like to wait. It’s in our DNA to move forward. So, it only makes sense that we don’t jam the company with lots of layers. We make things happen quickly.

**Let’s not forget the good stuff**
- Working from home up to 3 days a week.
- 500 euros gross to set up your home office and additional monthly home office allowance
- Chance to work abroad for 40 working days per year
- Birthday off and volunteering time off.
- Additional health and dental insurance.
- 100% employer funded pension scheme.
- Lunch, childcare or transportation vouchers.
- Unlimited access to LinkedIn Learning.
- Access to Gofluent platform to learn new languages.
- Employee Assistance Program.
- Discount on Bridgestone tyres.

**Who are we?**

We are **Bridgestone Mobility Solutions,** and we are on a mission to move the world towards a sustainable future using data-driven mobility.

The high-value products and services we develop for fleets, original equipment manufacturers and governments make travel smoother, reduce congestion, increase accessibility, improve vehicle and road safety and cut carbon emissions.

Bridgestone Mobility Solutions is a Business Unit of the Bridgestone Corporation, a global leader in tyres and rubber, present in Europe, the Americas, Australia and Africa.

**Webfleet **is one of our lines of business within Bridgestone Mobility Solutions. A globally trusted fleet management solution, Webfleet analyses live data from hundreds of thousands of vehicles to help businesses boost fleet productivity, cut costs and increase safety.

**Want to join us?**

Our recruitment process would include interviews with HR and a hiring team, a case study (if needed) and request to complete a Harrison Assessment. In addition, a Pre-employment screening might be part of the selection process.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.