Senior Support Manager
O pozici
Lead our customer support team, develop support strategies, and ensure exceptional service delivery for our digital signage platform users.
Join ScreenManager as our Senior Support Manager and lead our customer support team to deliver exceptional service. In this role, you'll shape our support strategy, build a world-class support team, and ensure our clients receive timely and effective assistance with our digital signage platform.
About the Team
Our support team is the frontline of our customer experience, helping clients successfully implement and use our digital signage solutions. You'll be leading a dedicated team of support specialists who take pride in solving problems and delivering exceptional service. We're looking for a leader who can build on our foundation and take our support operations to the next level. You'll be joining a team that values:
Customer-first mentality and empathetic problem solving
Continuous learning and knowledge sharing
Efficiency and effectiveness in issue resolution
Data-driven decision making and continuous improvement
What You'll Do
As the Senior Support Manager, you'll be responsible for building and leading our support function. Your typical activities will include:
Developing and implementing support strategies aligned with company goals
Recruiting, training, and mentoring support team members
Establishing and monitoring KPIs for support quality and efficiency
Creating and optimizing support processes and workflows
Working with product teams to address common user issues and improve the platform
Building a comprehensive knowledge base and self-service resources
Your Impact
In this role, you'll have a significant impact on our business. You'll be instrumental in shaping our customers' experience, building a support function that not only resolves issues but proactively improves our platform. Your work will directly contribute to customer satisfaction, retention, and ultimately, business growth.
If you're passionate about building and leading customer-focused support teams, have a knack for process improvement, and want to make a real difference in how customers experience our platform, we want to hear from you!
Požadavky
5+ years of experience in customer support or service management
2+ years of team leadership experience
Strong problem-solving and conflict resolution skills
Experience with support ticketing systems
Knowledge of digital technologies, signage experience is a plus
Fluent in English, additional languages are a plus
Odpovědnosti
Lead and develop a team of support specialists
Establish support standards, KPIs, and best practices
Oversee the resolution of complex technical issues
Collaborate with product and development teams to improve platform usability
Create and maintain knowledge base resources
Analyze support metrics and implement process improvements
Benefity
Competitive salary
Performance bonuses
Flexible working hours
Remote work options
Professional development budget
Modern office in Prague