Remote B2B Support Manager

Summary

Join Keeper Security as a technical and execution-oriented B2B Support Manager to lead the Keeper EMEA Customer Support team and ensure exceptional service and support to customers. This is a hybrid position for those living within a commutable distance to our Cork, Ireland office or fully remote for those living outside.

Requirements

• 5+ years with proven experience in a SaaS support leadership role
• Excellent communication and interpersonal skills
• Customer Service orientation with a strong bias toward action
• Experience in providing services to agreed SLAs
• Flexible in working outside of core business hours at short-notice
• Ability to build cross-functional relationships, influence and collaborate at all organisational levels
• Outstanding verbal and written communications skills for a global audience
• Analytical and problem-solving abilities
• Proficiency with support software and CRM systems
• Exceptional leadership and coaching skills
• Strong commitment to client satisfaction
• BS in computer science, engineering or relevant field

Responsibilities

• Lead, mentor, and motivate a team of support specialists, ensuring they deliver high-quality assistance to our B2B customers
• Serve as the voice of our B2B customers within the organisation, ensuring their needs and concerns are addressed promptly and effectively
• Monitor and maintain the quality of customer interactions, providing feedback and coaching to team members as necessary
• Establish and monitor key performance metrics for the support team, striving to meet and exceed service level agreements. Agree on acceptable SLA’s with the business, monitoring and reporting on those service levels and escalating when service levels are not met
• Execute monthly performance reviews with the EMEA B2B Support team
• Identify opportunities to enhance support processes, tools, and knowledge resources to optimise efficiency and client satisfaction
• Maintain clear and timely communication with clients, addressing their inquiries and concerns through various channels, including email, phone and chat
• Handle and resolve escalated client issues with professionalism and a client-centric approach
• Generate and analyse support-related reports, providing regular updates to the upper level management team
• Collaborate with other departments, including Sales, Product Development, and Engineering, to convey client feedback and drive product improvements
• Implement and execute on-boarding and ongoing training and development programs for the support team to ensure they stay informed about our product and industry trends

Benefits

• Onsite lunches
• Private healthcare (no wait period)
• Pension contribution (no wait period)
• Sick Pay
• Bike-to-Work Scheme (if local)