Technical Support Operations Manager

2 days ago


Gothenburg, Västra Götaland, Sweden Cerve Holding AB Full time
Job Overview

Cerve Holding AB is seeking a skilled and customer-focused Technical Support Operations Manager to join our Customer Success team. This role plays a critical part in delivering world-class service and support to our customers, setting up and maintaining long-term and profitable relationships.

Key Responsibilities:
  • Provide timely, professional support to customers via phone, email, and chat.
  • Troubleshoot and resolve technical issues, escalating complex cases to the appropriate teams as needed.
  • Collaborate closely with product and engineering teams to deliver immediate and effective solutions.
  • Proactively follow up with customers to confirm issue resolution.
  • Develop and maintain our Knowledge Hub, offering up-to-date resources and support materials.
  • Conduct analysis and data reviews to identify trends and improve processes.
  • Monitor and enhance customer satisfaction, including tracking and improving metrics like NPS.


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