We build. We create impact. As manager for the Cloud support experts, you oversee the operations of the expert support teams, ensuring that our customers receive timely, high-quality assistance. The role involves managing support engineers who are working 24/7, developing and implementing support strategies, and working closely with other departments to ensure customer satisfaction. The ideal candidate will have strong leadership skills, proven hands-on, technical experience, a deep understanding of customer service principles, and the ability to thrive in a fast-paced environment.Our teams build and maintain our SaaS application, which manages more than 100 million IoT devices, in more than 25.000 stores 24/7. We are processing more than 200 million data change every day. Our target for 2027 is to manage 1 billion IoT devices. Reporting directly to the director of Cloud, you’ll have the following missions:Team Management:Lead, mentor, and develop customer support experts to deliver exceptional service.Coordinate different teams, ensure clear communication, proper handovers, and shared processes.Conduct regular team reviews, provide feedback, and identify areas for development.Foster a positive and collaborative environment.Customer Support Operations:Oversee daily operations of the cloud support department, ensuring SLAs are met and issues tackled.Review KPIs and SLAs, identifying trends, issues and actions.Review and challenge support processes, ensuring they are efficient and customer focused.Lead high priority, escalated, or complex customer issues, ensuring swift and satisfactory resolution, communication and customer satisfaction.Process Improvement:Identify opportunities for improving support processes and tools to enhance efficiency and customer satisfaction.Ensure best practices for customer support are implemented, including the use of knowledge bases, automation, and other tools.Lead initiatives to improve the customer experience based on feedback and data analysis.Collaboration and Communication:Work closely with other departments, such as Engineering, Field Services, Product Development, Project Management, and IT, to ensure seamless customer support and resolve any cross-functional issues.Serve as a liaison between the customer support experts and senior management, providing regular updates on team performance and customer feedback.Collaborate on product updates and launches to ensure the support team is well-prepared to assist customers.Customer Experience Management:Develop strategies to enhance the overall customer experience and ensure high levels of customer satisfaction and loyalty.Conduct customer and internal satisfaction surveys and analyze feedback to identify areas for improvement.Track and report on customer satisfaction metrics and trends.Training and Development:Ensure that learnings are documented and shared across members and teams.Follow new product launches and innovations and ensure that the team is informed and trained.Create and implement training programs for support experts, focusing on product knowledge, customer service skills, and problem-solving abilities.Stay up to date with company changes, industry trends and customer service innovations to keep the team informed and effective.
