Customer Support Team Manager

Summary

Join Omnisend's Customer Support team as a Team Manager, leading a remote team of award-winning specialists. You will oversee team performance, implement efficient support processes, and foster a positive work environment. Responsibilities include mentoring team members, managing projects, and collaborating with cross-functional teams. The ideal candidate possesses 2+ years of experience managing support teams, proven remote team leadership skills, and strong problem-solving abilities. Omnisend offers a competitive salary, quarterly reviews, a learning budget, health insurance, flexible hours, and various other perks.

Requirements

• 2+ years of experience in managing support teams or a similar role
• Experience in project, process, or change management, especially with a track record of driving improvements and managing complex initiatives
• 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
• A passion for helping customers succeed and a strategic mindset to drive both team and company objectives
• Outstanding communication skills in English, both written and verbal, with a talent for fostering cross-team collaboration

Responsibilities

• Lead, mentor, and inspire a team of Customer Support Specialists and Senior Specialists, ensuring clear communication of goals, expectations, and company updates
• Lead and own complex projects, collaborating with multiple stakeholders to meet goals, adhere to timelines, and align with company priorities
• Develop and implement efficient support processes, leveraging new tools and technologies to enhance team performance
• 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
• 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

Preferred Qualifications

Experience in SaaS companies

Benefits

• Gross salary starting from 3200 EUR/month based on experience
• Quarterly salary reviews
• An unlimited learning budget for self-improvement complying with the best interest of Omnisend
• 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
• Working methods and best practices inspired by the best tech companies in Silicon Valley
• Senior colleagues (over 70%) enable us to have a high-performing, productive environment where your growth will accelerate
• Attractive workations and team-led team-building events