Keeper Security, Inc. is hiring a
B2B Support Manager

Summary

The job description is for a B2B Support Manager position at Keeper Security in Ireland. The role involves managing the EMEA Customer Support team and ensuring exceptional service to business customers.

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
• 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

Preferred Qualifications

• Experience with a rapidly-scaling SaaS business
• Experience with Managing teams in a fast-paced environment

Benefits

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