Customer Support Manager

2 dni temu

Warszawa, Mazovia, Polska Equinix Poland Sp. z o.o. Pełny etat

At Equinix Poland Sp. z o.o., we are seeking a highly skilled Customer Support Manager to oversee our Global Service Desk team.

The ideal candidate will have proven years of experience in customer support, with some years in a supervisory or team lead role, and be proficient in French and Italian.

This is a challenging job in a dynamic, professional, international and multicultural environment where you will be responsible for leading, mentoring, and coaching a team of customer support agents to ensure high-quality service delivery to customers.

Salary: We offer a competitive salary ranging from 60,000 to 80,000 PLN per year, depending on experience, plus a yearly bonus.

Key Responsibilities:

  • Team Leadership: Lead, mentor, and coach a team of customer support agents to ensure their performance aligns with company goals and KPIs.
  • Set Clear Goals: Set clear team goals, monitor progress, and provide regular performance feedback.
  • Foster Collaboration: Foster a positive, collaborative team environment that promotes productivity and job satisfaction.
  • Customer Support Operations: Oversee daily support operations, ensuring tickets, chats, and calls are handled efficiently and effectively.
  • Manage Workload: Manage the workload and schedules of team members to meet support demands and maintain service-level agreements (SLAs).
  • Handle Escalations: Handle escalated customer issues and complaints, ensuring they are resolved quickly and appropriately.
  • Performance Monitoring: Track team performance through metrics like response times, customer satisfaction (CSAT), and ticket resolution.
  • Identify Areas for Improvement: Identify areas for improvement and implement strategies to optimize performance and team output.
  • Conduct Regular Meetings: Conduct regular one-on-one meetings and performance reviews with team members.
  • Training and Development: Provide ongoing training and development opportunities to ensure team members have the knowledge and skills required to excel in their roles.
  • Process Improvement: Collaborate with other departments to streamline processes, improve workflows, and enhance the overall customer experience.
  • Reporting: Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency to leadership.
  • Stakeholder Collaboration: Work closely with other departments to ensure customer feedback is incorporated into business strategies and service improvements.

Requirements:

  • Proven years of experience in customer support, with some years in a supervisory or team lead role.
  • Proficiency in French and Italian is considered an asset.
  • Bachelor's degree in Business, Communications, or a related field preferred.
  • Strong leadership and people management skills.
  • Excellent communication and interpersonal skills.
  • Ability to handle escalations and resolve complex customer issues.
  • Data-driven with experience in performance analysis and reporting.
  • Proficient in customer support software (e.g., Salesforce Service Cloud) and MS Office applications.

What We Offer:

  • Employment in a stable company with an established position in the market.
  • Possibility to work within fast-growing world's 500 Fortune digital infrastructure company.
  • Challenging job in a dynamic, professional, international and multicultural environment.
  • Possibility to participate in company-sponsored trainings package.
  • Employee Assistance Program – access to free counselling, legal and financial consultations, and crisis intervention.
  • Paid employee referral program.
  • Opportunity to work in a supportive, inclusive environment with People-Centric Culture.
  • Competitive salary and yearly bonus as well as a well-defined career path shaped to the individual's career focus & priorities.
  • Attractive benefits package.

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