
Support Team Manager
4 days ago
We're committed to providing exceptional customer experiences that foster employee engagement and business growth.
Our innovative workforce management solutions simplify scheduling and time reporting, empowering both employees and customers.
Our Approach: Collaborative, Customer-centric, Innovative, Results-driven
About the PositionAs a seasoned Customer Support Manager, you'll lead our support team in driving customer satisfaction and loyalty.
You'll collaborate closely with the VP of Customer Experience and the Customer Experience management team to achieve results.
Your key responsibilities will include:
- Managing the entire Support team in EMEA and Australia regions, focusing on customer-centricity.
- Direct line management for Support team leaders and managers.
- Ongoing assessment and improvement of the support team's tech stack and processes.
- Developing SMART goals for direct reports, following the Quinyx development process.
- Driving overall team performance and associated aspects.
- Prioritizing and achieving Support team targets.
- Leading proactive and reactive actions for customers, collaborating with internal stakeholders at Quinyx.
- Serving as the point of escalation for customer-related issues, ensuring a robust and effective escalation process.
- Incident Manager, taking control of the internal incident management team and customer handling from incident logging to resolution.
- Ownership of departmental goals and budget, including ongoing updates and evaluations.
- Escalating delivery deviations and potential issues to the VP of Customer Experience.
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