Technical Support Manager

9 hours ago

Gothenburg, Västra Götaland, Sweden Cerve Holding AB Full time

About Cerve Holding AB

We're on a mission to power a digitally-enabled global food system, making data accessible and transparent. This vision hinges on fostering connectivity and empowering organisations to build solutions that reduce waste, improve food security, drive growth and optimise operational efficiency.

The Customer Success team plays a critical role in delivering world-class service and support, setting up and maintaining our customers with long-term profitable relationships.

As our Technical Support Manager, you'll be responsible for ensuring our customers receive exceptional technical and operational support. You'll focus on reducing friction in internal processes and providing expert assistance to a diverse range of customers.

Your key responsibilities include:

  • Providing timely, professional support via phone, email and chat.
  • Troubleshooting and resolving technical issues, escalating complex cases as needed.
  • Collaborating closely with product and engineering teams to deliver immediate and effective solutions.
  • Proactively following up with customers to confirm issue resolution.
  • Developing and maintaining our Knowledge Hub, offering up-to-date resources and support materials.
  • Conducting analysis and data reviews to identify trends and improve processes.
  • Monitoring and enhancing customer satisfaction, including tracking metrics like NPS.

You'll be an ideal fit if you're:

  • Customer-oriented: Passionate about delivering exceptional service with an 'Always Ne Helpful' mindset.
  • Autonomous: Comfortable working in small teams where you take full ownership of projects, driving them from concept to completion.
  • Detail-oriented: Focused on ensuring tasks are completed accurately and on time.
  • Collaborative: Eager to grow alongside us, learning from successes and setbacks as we build the platform together.
  • Resilient: Approach challenges and setbacks with a problem-solving mindset and determination to succeed.

To excel in this role, you'll require:

  • A minimum of 3 years' experience in technical support, with a proven track record of driving customer success.
  • Excellent communication skills, both written and verbal, enabling clear and empathetic interactions with customers and team members.
  • At least 6 months of hands-on experience with SQL and other database management tools.
  • Proficiency in using Customer Service Platforms (Intercom) to manage and streamline customer interactions.
  • Working knowledge of Excel or Python, with the ability to analyse data and generate actionable insights.
  • Strong expertise in software troubleshooting methodologies, with a structured approach to resolving technical issues.
  • Experience working with APIs and integrations is a plus.

We offer:

  • Salary: Competitive
  • Bonus: Potential of annual company-wide payment
  • Flexible Vacation: 25 days, Bank holidays and Special days
  • Flexible hours: Choose your working hours around core hours (10:30 – 16:30)
  • Stock Option: Become an owner of Cerve with significant wealth creation potential
  • Pension: 5% company contribution
  • Voluntary Benefits: Discounts and offers
  • Hybrid Workspace: Hybrid working from our R&D Hub
  • Best Tech and Equipment: MacBook and equipment needed to excel

We value diversity and inclusion, creating a workplace where everyone feels welcome and valued. We believe diversity of thought and experience is essential to our success, and we're interested in candidates who can bring a different perspective to our team, regardless of their background or career status.

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