Customer Support Team Manager

2 weeks ago

Stockholm, Stockholm, Sweden Quinyx Full time

Do you want to help us unleash the secret to how happy employees create a happy business? We are an innovative, agile, and continuously growing modern tech company on a path to improving the work lives of millions around the world.

We develop workforce management solutions - software that makes scheduling and time reporting smoother and more flexible for almost a million users worldwide

We value passion, quality, innovation, trust, and collaboration. You'll be given the opportunity to make an impact and directly contribute to our success, bring new ideas, and have full ownership of your area.

Are you curious and ready to take the first steps on an awesome journey and make magic happen with us? As a member of Quinyx, you will be part of an inclusive and diverse workplace where everyone is allowed to be themselves and thrive.

We have a hybrid working setup and therefore you will be required to attend one of our offices a minimum of twice per week.

About the role

As a Customer Support Manager, you will be responsible for looking after our support team, consisting of 1st and 2nd line Support Advisors across the EMEA and Australia region.

You will be reporting directly to our VP of Customer Experience, as an integral part of the Customer Experience management team.

You will be naturally passionate about customer experience and driven by results while leading a successful team, who regularly exceed their KPIs.

What you'll be doing

  • Overall management responsibilities for the entire Support team in the dedicated regions with a strong operational mindset.
  • Direct line manager for the Support team leaders and managers.
  • Continuous assessment and improvement of the support team tech stack and process including, but not limited to Support portal, customer case logging process & escalation process in order to create a future-proof & modern user experience.
  • Create SMART development goals for your direct reports, following the Quinyx development process.
  • Overall responsibility for team performance & all associated aspects.
  • Responsible for prioritization & achieving the Support teams targets.
  • Lead both proactive and reactive actions for customers, together with internal stakeholders at Quinyx, striving for improvements & to evolve the customer experience.
  • Be the point of escalation for customer-related issues, ensuring a robust & effective escalation process, with the support & guidance of the VP of Customer Experience.
  • Incident Manager, taking control & creation of the internal incident management team & customer handling, from the time the incident is logged to the incident resolution, reporting & follow-up incident report. With the Support from Product/Engineering.
  • Take delivery ownership of yearly departmental goals and budget, including ongoing updates and evaluations.
  • Escalate delivery deviations, budget impacts and potential issues to the VP of Customer Experience.
  • Partner with the US Customer Experience team to ensure that we retain a central support framework & ways of working.
  • Spread the Quinyx culture to your team, as well as the company as a whole by always acting as a role model, focusing on the Quinyx core values & engagement.

What you'll bring to the team

  • Passionate about Customers.
  • Experience with understanding & implementing best practices.
  • Excellent communication skills, both written and verbal.
  • Critical thinker, quick to react & lead incidents through to successful conclusion.
  • Good interpersonal skills with the ability to influence key decision makers.
  • Results & performance oriented using a data-driven approach.
  • Proven track record in customer satisfaction & complaints management.
  • Previous experience & success with leading, managing, developing & coaching high-performing teams.

What is it for you?

We promote and encourage a healthy lifestyle with flexible work hours and latest tools, enhanced vacation allowance, gym membership contribution, and last but not least, you will have the chance to participate in our well-known yearly ugly Xmas sweater competition

Life at Quinyx

We are an innovative, agile and continuously growing modern tech company. We value passion, creativity, quality and simplicity. You'll be given the opportunity to make an impact and directly contribute to our success, bring new ideas and have full ownership of your area.

Our global team, of 30 nationalities, have fun together whether it is during a typical Swedish Fika, workshop, going for a run with a colleague or spending time together during our regular after-work socials. We have built a family atmosphere here at Quinyx and are committed to share knowledge and support one another

Want to join the family?

At Quinyx, we provide equal employment opportunities and we strive to have an inclusive and diverse value-driven culture. All applications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, disability or Veteran status.

Happy Workforce, Happy Business

All candidates are subject to background checks.

The interviews will commence in January 2025.

#J-18808-Ljbffr

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