Manager, Technical Support - Remote

Overview

The Manager, Technical Support will oversee the Level 1 Technical Support team, focusing on coaching and mentoring team members to provide exceptional customer service.

In Short

• Manage day-to-day operations of the Level 1 Technical Support team.
• Coach and mentor team members for improved performance.
• Handle customer escalations effectively.
• Drive overall Frontline Technical Support strategy.
• Maintain high customer satisfaction levels.
• Ensure productivity goals are met.
• Analyze customer trends for process improvements.
• Hire and develop a high-performing team.
• Report on KPIs and team performance.
• Foster a culture of excellence and support.

Requirements

• Fluency in German is essential.
• 3+ years of experience in a contact center or technical support.
• BA/BS degree or equivalent experience.
• Strong problem-solving and troubleshooting skills.
• Ability to guide teams through high growth.
• Excellent customer-facing skills.
• Strong analytical skills and reporting abilities.
• Proficient in technology and creative solutions.
• Proven ability to hire and develop talent.
• French language proficiency is a plus.

Benefits

• Competitive total compensation package.
• Remote and flexible working options.
• Health benefits.
• Employee-led charity fund.
• Opportunities for career development.