Customer Support Manager
Role Overview
Lead and manage a technical support team, supervising customer service processes and resolving complex incidents. Coordinate with development teams, analyze support metrics (SLA, TTR, CSAT), and implement strategies to improve customer satisfaction. This is a mid-to-senior level role requiring experience in managing support teams in tech environments.
Perks & Benefits
Stable job with flexible working hours and a day off on your birthday. Offers hybrid/remote teleworking, flexible remuneration, and subsidized health insurance. Includes continuous training, internal promotion opportunities, and other social benefits like a loyalty trip.
Full Job Description
Headquarters: Valencia
Lead and manage the technical support team.Supervise and improve customer service processes.Resolve complex incidents and ensure optimal response times.Coordinate with development teams to resolve technical issues.Implement strategies to improve customer satisfaction and loyalty.Analyse and report on support performance, including:Average response and resolution time (SLA and TTR).Volume and classification of support tickets.Customer satisfaction (CSAT, NPS, CES).Analysis of trends and recurring issues.Team workload and operational efficiency.Experience in managing technical support teams or customer service in technological environments.Leadership, problem solving and continuous improvement skills.Ability to work with metrics support and analysis tools (Zendesk, Freshdesk, Jira, Power BI, etc.).Upper-intermediate level of English.Knowledge in software, SaaS or technological solutions for logistics, transport or ports.`Upper-intermediate level of French.Stable job position.Flexible working hours.Day off on your birthday.Flexible remuneration.Hybrid/remote teleworking.Life and accident insurance.Subsidised health insurance.Continuous training.Possibility of internal promotion.Professional career plan.Other social benefits (loyalty trip, etc.).
To apply: https://weworkremotely.com/remote-jobs/prodevelop-customer-support-manager
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