Support Manager
2 tygodni temu
Responsible for maintaining consumer satisfaction through problem-solving and providing leadership to support teams, ensuring that they are constantly providing the best in-class customer services.
Drives and delivers key support metrics, best practices, knowledge-based content, and methodologies that ensure the delivery of unsurpassed support and service.
Responsible for providing strategic leadership, building, management, and development of the support area, having a strong focus on the American market, with lesser to the European one.
Key Areas of Responsibility:
- The role will direct line management of Level 1 and 2 support and liaise with 1-3rd level support internally and internationally in line with customer SLA
- Team management including hiring, onboarding, training, and ongoing team management
- Promotes and manages process of continuous improvement
- Creates and maintains a positive team environment that displays high levels of team spirit, motivation, and strong work ethics
- Manages and participates in the escalation and resolution of major incidents with Priority 1 and 2 categorizations by liaising and communicating with various departments internally and externally as well as customers to ensure successful timely resolution
- Analyses data to determine customer service levels and provides reporting and strategic recommendations
- Managing the timely resolution of tickets with various teams
- Managing support reporting to specific customer accounts and management
- Creates and maintains a healthy and current knowledge base for the team
- Ensures continued customer focus, enhancing and increasing productivity through the introduction and /or changes to the operations policies procedures, technology and / or tools
- Develops strategy and plans to successfully implement scalability plans, operational policies and achieve business objectives where directed
- Providing guidance and leadership for problems and questions
- Perform other related duties as assigned
- Must have minimum 2 years work experience in hospitality
- Preffered degree in Business Administration
- At least 5 years working experience in fast paced competitive global environment
- Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
- Should have specifically managed (or worked in) support/customer service teams for a minimum of 3 years
Applicable Competencies:
- Exceptional English verbal and written communication skills
- Proficient in working with data and forming actionable insights
- High soft skills in listening and communication
- Excellent problem-solving skills
- Creative and strategic thinker
- Self-starter and highly self-motivated
- Ability to work and thrive in a multi-tasked and fast-paced environment.
- Professional, have a positive "get it done" attitude and a strong work ethic
- Strong analytical, organizational, communication and people skills
- Ability to adapt quickly to new technologies, products, and procedure
- Ability to maintain calm under pressure and tolerate stress
What benefits do we offer?
Health & Safety
- Private medical care with dentists package for you and your family - Medicover
- Group life insurance for you and your partner - UNUM
- Multisport card included in the MyBenefit package
Working conditions & Development
- Dell laptop, keyboard, mouse, wireless headphones and monitor
- 40h for development during work time
- Free access to group language lessons
- Udemy platform
- In-house workshops, training sessions or meet-ups
Extras you may like
- MyBenefit cafeteria and 527 points per month to be used in vouchers
- Referral bonus if you refer a new employee (6500 PLN gross or more, depending on the position)
- Subsidy for the purchase of glasses (300 PLN/year)
- Free parking 3 minutes from the office or shared underground parking (can be reserved - first come, first served)
- Chill room with table football & PlayStation
- Free snacks (every day)
You can apply by sending your CV by Apply Now or to the Recruiter Dominika Żłobicka
Please don't forget to put the clauses you accept in your resume:
I agree that my personal data will be processed by Shiji Poland Sp. z o. o. in order to recruit for the position I am applying for.
I agree to the processing of my personal data by Shiji Poland Sp. z o. o. for the needs of future recruitment.
We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.
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