Customer Support Manager
Europe (remote), with travel
Become part of our Customer Support story and help us shape the future of automated retail.
Job description
The Invenda team is searching for a Customer Support Manager that will contribute to the future of our global support network, work with great team members, and shape the processes of how we deliver great support to our customers. Your mission is accomplished when we help minimize the issues our clients face, provide the training and tools that allow our customers to resolve their issues independently, and reduce the dependency on internal stakeholders to resolve the vast majority of requests. If you are into disruption, cutting-edge technology, and enjoying a high-energy environment, we would love to meet you!
Responsibilities
- Responsible for Customer Support of Invenda’s products with the mission to deliver great service to our customers, when they most need it
- Resolving customer requests with a high level of competency
- Documenting common issues and analyzing improvement opportunities
- Leading a highly engaged team of support engineers
- Responsible for reviewing open issues with our top customers weekly, analyzing issues by type, and, based on this analysis, preparing appropriate standard resolution guides
- Generating improvement ideas for our product, training, and onboarding, or user manuals
- Support and coach our team in their communications with clients, and help build a library of frequently asked questions to improve the speed of resolution
- Get a chance to contribute to the future of our global support network, work with great team members, and shape the processes of how we deliver great support to our customers
Skills & Qualifications
- You are a tech enthusiast with 4+ years of professional experience in a customer service role, prior experience in a managerial role will be advantageous
- You thoroughly enjoy working closely with clients, understanding their needs and solving their problems quickly
- Your communications are clear and friendly and are open to feedback from others
- You are analytical and always seek to prevent an issue from happening again
- You love helping customers and developing colleagues, and comfortable taking on the challenge of building a global sales team
- You enjoy working closely with geographically and culturally diverse colleagues
- You speak, read, and write English fluently and one additional European language (ideally German, French, or Spanish. Serbo-Croatian is also a plus)
Benefits
- Use cutting-edge technologies
- Be part of international team that is motivated, willing to try-fail-and-learn while helping each other succeed and develop
- Get an opportunity to develop and to learn even more during training and conferences
- Flexibility to work remotely or in one of our European offices (Novi Sad, Stockholm, or Lucerne)
- Have up to 30 days of vacation
- Enjoy paid sports activities
- Have private health insurance
- Have a competitive salary incl. Bonus
Would you like to submit an application?
Would you like to become part of Invenda’s story?