Support Manager

2 tygodni temu


Katowice, Silesia, Polska Shiji Poland Pełny etat

Technologies-expected : Ms Office about-project : 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.


responsibilities :
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 requirements-expected : 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 Power Point Should have specifically managed (or worked in) support/customer service teams for a minimum of 3 years offered : 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 My Benefit package 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 My Benefit 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 & Play Station Free snacks (every day) benefits :
sharing the costs of sports activities private medical care sharing the costs of foreign language classes sharing the costs of professional training & courses life insurance remote work opportunities flexible working time fruits no dress code video games at work coffee / tea drinks leisure zone employee referral program charity initiatives
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