Remote Customer Support Team Manager

Summary

Join Omnisend as a motivated and experienced Customer Support Team Manager to lead our dynamic, remote team of award-winning Customer Support Specialists and Senior Specialists. In this role, you will oversee a high-performing team, ensuring exceptional customer support, operational efficiency, and fostering team development and growth.

Requirements

• 2+ years of experience in managing support teams or a similar role is preferred
• Proven ability to lead remote teams, fostering a culture of transparency, inclusivity, and continuous growth
• Strong understanding of customer satisfaction metrics and experience in implementing KPIs and feedback loops
• Excellent problem-solving skills, with a proactive approach to process improvement and customer support challenges
• Outstanding communication skills in English, both written and verbal, with a talent for fostering cross-team collaboration
• A passion for helping customers succeed and a strategic mindset to drive both team and company objectives

Responsibilities

• Lead, mentor, and inspire a team of Customer Support Specialists and Senior Specialists, ensuring clear communication of goals, expectations, and company updates
• Create a positive and inclusive work environment that celebrates achievements and promotes team cohesion
• Dedicate time to working flexible hours, including some evenings, to ensure all team members, regardless of time zone, receive the support and attention they need
• Develop tailored growth and development plans for team members, identifying high-potential talent and providing opportunities for skill-building and role enrichment
• Monitor and manage team OKRs, KPIs, ensuring high-quality support and identifying opportunities for improvement
• Oversee customer interactions to ensure exceptional service, and analyze customer feedback to drive continuous improvements
• Collaborate with stakeholders and cross-functional teams (Deliverability, Technical, R&D, CSM, Product, Marketing, etc.) to share insights, advocate for customer needs, and support company goals
• Develop and implement efficient support processes, leveraging new tools and technologies to enhance team performance
• Take ownership of critical customer escalations, ensuring timely resolution and customer satisfaction
• Manage operational workflows, including hiring, onboarding, offboarding, scheduling, and capacity planning to ensure optimal team performance

Benefits

• Gross salary starting from 3200 EUR/month based on experience
• Quarterly salary reviews
• Private health insurance
• Unlimited access to psychotherapy
• Flexible working hours and remote work possibilities
• Workstation budget
• Personalised work anniversary gifts, such as house cleaning, spa treatments, international flights, etc