Support Team Manager

What youll be doing:

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• Escalation Management: acting as the first point of business-critical escalation for difficult topics or churn risks.
• Operational Execution: forecasting staffing and recruiting new talent to ensure KPI targets are met. Auditing tickets and coaching team members to ensure compliance with policies & procedures.
• Team Leadership: mentoring their team conducting performance & compensation reviews and cultivating career paths.
• Continuous Improvement: reviewing customer partner and internal feedback for trends and taking the appropriate actions to avoid or mitigate repeated shortfalls. Identifying developing and delivering training materials for the team.
• Collaboration: partnering across departments including Support Product Engineering and Delivery to drive customer-centric resolutions and positive change management.

Qualifications :

What youll bring:

• At least a bachelors degree or equivalent work experience.
• 5 years in a Technical Customer Support leadership role across IT industry/ complex product.
• Communication skills. You speak and write fluently in English. Dutch German and/or Spanish are a plus. Building relationships with coworkers & clients is natural to you. Feedback is given and received openly with emotional intelligence. You understand how to translate company direction into positive messaging.
• Great organizational skills. You can manage a packed calendar with 1:1s team huddles and meetings customer escalations cross-functional collaboration dedicated time for leading initiatives and still find time to answer emails. You always have the latest update available on the topics that matter to your team the business and our clients.
• Technical affinity. You are accomplished at navigating dashboards including filters lensing and exporting to Excel with pivot tables if necessary. AI is something that you are exploring not just for yourself but also how to empower your teams efficiency.
• Customer Service mentality as demonstrated through extreme ownership. You follow through until resolution ensuring positive customer & business outcomes. Every interaction is a chance to identify ways to improve our processes and coach your team. You propose initiatives that will improve clients experience while aligning with the departments strategy.
• People management. You understand how measures drive behaviors and goals lead to results. Motivating your team and resolving conflicts is second nature as you keep an open door to be approachable.

Additional Information :

Who we are: 

So what does it mean to be a part of the Sana Commerce team  

At Sana Commerce our values guide how we work collaborate and drive success.

• Champions of Our League. We deliver lasting success balancing quick wins and long-term value.
  We take pride in our unique product and extensive B2B knowledge and continuously strive to improve. No matter our role we bring value every day helping our customers and partners succeed.
• Supercharge Our Customers. Were revolutionizing B2B commerce together helping our customers to lead and succeed.
  Our customers are at the heart of everything we do. We go beyond solutions providing the tools and support they need to grow.
• Determined to Grow. We embrace challenges growing and raising the bar for ourselves and our industry.
  We take on challenges seek feedback and keep learning. Every setback is a chance to improve and move forward.
• Bold Together. We dare to be bold because we have each others back.
  We collaborate across teams and time zones challenge the status quo and support each other to achieve the best outcomes.

Job descriptions can be tough to interpret. Even if you may not tick all the boxes please explain your motivation for the role of Support Team Manager in a cover letter. We strongly encourage you to apply if you still feel like you are a great match for this role. Apply now!

Remote Work :

No

Employment Type :

Full-time