Customer Support Manager

Lead technical support team to resolve complex incidents and improve customer satisfaction

Lead and manage the technical support team, supervising and improving customer service processes. Resolve complex incidents and ensure optimal response times while coordinating with development teams to address technical issues. Implement strategies to enhance customer satisfaction and loyalty, and analyze support performance using metrics like SLA, TTR, CSAT, NPS, and CES.

Why This Role?

Stable job position with flexible working hours and a day off on your birthday

Key Responsibilities

Lead and manage the technical support team
Supervise and improve customer service processes
Resolve complex incidents and ensure optimal response times
Coordinate with development teams to resolve technical issues
Implement strategies to improve customer satisfaction and loyalty
Analyze and report on support performance including SLA, TTR, CSAT, NPS, and CES

Requirements

Experience managing technical support teams or customer service in technological environments
Leadership, problem solving, and continuous improvement skills
Ability to work with metrics and analysis tools such as Zendesk, Freshdesk, Jira, Power BI
Upper-intermediate level of English
Upper-intermediate level of French
Knowledge in software, SaaS, or technological solutions for logistics, transport, or ports

Required Skills

customer supportteam managementproblem solvingdata analysisenglishteam leadershipcustomer service managementincident resolutionprocess improvementcross-functional coordination

Keywords

Customer Support ManagerTechnical Support Team LeadSaaS Customer ServiceSupport Process ImprovementCSAT NPS AnalysisRemote Support Management

View Original Description from WeWorkRemotely

Original description from WeWorkRemotely

Headquarters: Valencia Lead and manage the technical support team. Supervise and improve customer service processes. Resolve complex incidents and ensure optimal response times. Coordinate with development teams to resolve technical issues. Implement strategies to improve customer satisfaction and loyalty. Analyse and report on support performance, including: Average response and resolution time (SLA and TTR). Volume and classification of support tickets. Customer satisfaction (CSAT, NPS, CES). Analysis of trends and recurring issues. Team workload and operational efficiency. Experience in managing technical support teams or customer service in technological environments. Leadership, problem solving and continuous improvement skills. Ability to work with metrics support and analysis tools (Zendesk, Freshdesk, Jira, Power BI, etc.). Upper-intermediate level of English. Knowledge in software, SaaS or technological solutions for logistics, transport or ports. ⁠Upper-intermediate level of French. Stable job position. Flexible working hours. Day off on your birthday. Flexible remuneration. Hybrid/remote teleworking. Life and accident insurance. Subsidised health insurance. Continuous training. Possibility of internal promotion. Professional career plan. Other social benefits (loyalty trip, etc.). To apply: https://weworkremotely.com/remote-jobs/prodevelop-customer-support-manager

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Company

Prodevelop

Source

WeWorkRemotely

Salary

Job Type

full time

Location

Remote · Open worldwide