Customer Support Manager

Sembi; España; Presencial; EUR 45.000 - 60.000; Jornada completa

Descripción de la vacante

A technology firm in Spain seeks a Customer Support Manager to lead effective support teams, ensuring outstanding customer satisfaction. The candidate should have over 5 years of experience in technical support with at least 2 years in a leadership position. Strong communication skills and familiarity with support KPIs, reporting, and tools like Zendesk and Jira are crucial. This full-time role offers an opportunity to improve internal processes and drive performance across support operations.

Formación

• 5+ years in technical support, preferably 2+ years in leadership.
• Track record in Security and SaaS or software support.
• Strong understanding of support KPIs and reporting.

Responsabilidades

• Take ownership of customer satisfaction and manage issues.
• Monitor key support metrics and ensure effective escalation.
• Collaborate with cross-functional teams to improve customer experience.

Conocimientos

Technical support experience

Leadership skills

Excellent communication skills

Knowledge of SaaS environments

KPI understanding

Ability to support multiple platforms

Herramientas

Zendesk

Jira

Descripción del empleo

Security brands within Sembi are looking for a Customer Support Manager to lead their high-performing support teams. This role requires strong leadership skills in order to successfully manage, coach and guide globally distributed teams to deliver an outstanding customer experience.

Key Responsibilities

• Customer Ownership: Take full ownership of customer satisfaction, ensuring all issues are actively managed to resolution. Delegate effectively while maintaining accountability for outcomes and keeping customers informed throughout the process.
• Drive Performance: Monitor and report on key support metrics, ensure SLA adherence, and manage high-priority escalations.
• Cross-Functional Collaboration: Partner with Product, Engineering, and Customer Success teams to close feedback loops and improve customer experience.
• Coach and Align team members: Provide mentorship and strategic direction to Support engineers, fostering a sense of ownership, consistency and collaboration.
• Customer Feedback Management: Review and analyze customer feedback to identify recurring issues and improvement opportunities. Drive corrective actions to address negative experiences and reinforce positive ones.
• Process Improvement: Continuously evaluate internal workflows to identify inefficiencies and propose actionable improvements that enhance quality, speed, and consistency of support delivery as well as improve internal documentation, knowledge bases, and secure troubleshooting guides.
• Drive Customer Support Escalations: Even a well-oiled machine gets a strongly opinionated customer from time to time. We rely on the Customer Support Manager to interface with these customers and help shepherd their strong reaction through an internal process to bring direction, closure and well defined next steps. Strong communication skills are a must!

Qualifications

• 5+ years of experience in technical support, with a preferred 2+ years in a leadership role.
• Proven track record in Security and SaaS or software product support environments.
• Understanding of support KPIs, reporting, and service management tools (Zendesk, Jira).
• Excellent written and verbal communication skills, with the ability to convey complex issues clearly.
• Ability to support customers across platforms (e.g., mobile, desktop, server, embedded) and languages (e.g., Java, .NET, C/C++, Android, iOS)
• Preferred: Experience managing or aligning remote, globally distributed support teams.
• Preferred: A subject matter expert for code obfuscation, application protection, and anti-tamper technologies.

An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

By submitting your application, you acknowledge that Sembi, Inc. will process and retain your resume and related personal information solely for recruitment and hiring purposes. Resumes of unsuccessful candidates will be securely deleted within twelve (12) months of the hiring decision, unless a longer period is required by law or you provide explicit consent for continued retention (e.g., for consideration for future opportunities).

In compliance with applicable privacy laws, including the EU General Data Protection Regulation (GDPR), you have the right to request access to, correction of, or deletion of your personal information at any time by contacting [e-mail]. Sembi, Inc. does not sell candidate data and will ensure that all personal information is processed securely and in accordance with relevant data protection regulations.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Software Development

Amsterdam, North Holland, Netherlands 5 days ago