Customer Support Manager - Remote

Overview

Boku Inc. is seeking a Customer Support Manager to lead the next phase of our customer support operation across the UK and Europe, overseeing day-to-day support activities and driving efficiency projects.

In Short

• Lead and manage a remote support team across the UK and Europe.
• Implement process improvements to enhance efficiency and manage costs.
• Oversee all customer support channels ensuring SLAs and quality standards are met.
• Collaborate with cross-functional teams to resolve issues efficiently.
• Develop and monitor KPIs to track performance.
• Drive initiatives for self-service tools and automation.
• Conduct regular performance reviews and provide feedback.
• Ensure compliance with GDPR and other regulations.
• Foster a culture of accountability and continuous improvement.
• Manage multiple projects simultaneously, ensuring timely delivery.

Requirements

• Experience in leading a customer support team (remote and/or outsourced).
• Proficiency in Zendesk or similar platforms.
• Experience with AI-driven support tools or chatbots.
• Strong communication and interpersonal skills.
• Knowledge of regulatory frameworks (GDPR, PSD2).

Benefits

• Opportunity to set up and optimize new processes.
• Build an engaged, high-performing team.
• Work in a diverse and equal opportunity workplace.
• Hybrid work model with office visits up to 2x a week.