Customer Support Team Lead

19 hours ago


Stockholm, Stockholm, Sweden Quinyx Full time

About the Company

At Quinyx, we're an innovative and agile tech company on a mission to improve work lives worldwide. We develop workforce management solutions that make scheduling and time reporting smoother for millions of users.

We value passion, quality, innovation, trust, and collaboration. Our diverse workplace is inclusive, allowing everyone to thrive and be themselves.

We have a hybrid working setup, requiring you to attend our offices at least twice a week.

The Role

As a Customer Support Manager, you'll oversee our support team in EMEA and Australia, consisting of 1st and 2nd line Support Advisors. You'll report directly to our VP of Customer Experience as part of the Customer Experience management team.

You'll be passionate about customer experience, driven by results, and lead a successful team that exceeds their KPIs. Key responsibilities include:

  • Overall management of the support team with a strong operational mindset.
  • Direct line management for Support team leaders and managers.
  • Continuous assessment and improvement of the support team's tech stack and processes.
  • Creating SMART development goals for direct reports.
  • Responsible for team performance and all associated aspects.
  • Prioritizing and achieving support teams' targets.
  • Leading proactive and reactive actions for customers and internal stakeholders.
  • Point of escalation for customer-related issues.
  • Incident Manager, taking control of internal incident management.
  • Taking delivery ownership of yearly departmental goals and budget.
  • Partnering with the US Customer Experience team.
  • Spread the Quinyx culture within your team and the company.


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