Senior Manager Customer Support

The Knot Worldwide; Cádiz; Presencial; EUR 50.000 - 90.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Senior Manager for Global Customer Support to lead a high-performing team focused on operational efficiency and customer satisfaction. This pivotal role involves managing diverse teams across various geographies, ensuring seamless processes, and fostering exceptional vendor and couple support. Candidates should possess strong leadership skills, a proven track record in customer support management, and the ability to motivate teams in a dynamic environment. Join this innovative firm to make a significant impact on customer experiences and operational success.

Formación

• 5+ years in managing billing/collections and customer/vendor support.
• Experience in leading global operational functions, especially in e-commerce.

Responsabilidades

• Lead cross-functional teams to improve marketplace health and vendor satisfaction.
• Oversee customer service activities ensuring high-quality support.
• Manage geographically dispersed teams handling customer service.

Conocimientos

Leadership

Customer Support Management

Data Analytics

Vendor Relationship Management

Bilingual (English/Spanish)

Emotional Intelligence

Communication Skills

Educación

Bachelor's Degree

Descripción del empleo

As the Sr. Manager, Global Customer Support, you will lead and inspire a high-performing execution team focused on managing day-to-day operations in customer-facing teams such as collections, vendor support, and concierge. The Sr. Manager will oversee these functions across our global marketplace platforms, including The Knot, WeddingWire, and Bodas brands, to ensure seamless processes, timely financial transactions, and exceptional vendor/couple support.

This role is pivotal in ensuring operational efficiency and customer satisfaction across domestic and international markets. You will manage 5-7 direct reports and oversee an organization with approximately 30-80 individuals in various geographies, reporting directly to the Sr. Director, Global Customer Support. Additionally, you will strategically partner with leaders in Revenue Strategy, Sales, and Finance to align business objectives with operational efforts.

RESPONSIBILITIES:

1. Lead cross-functional teams (Collections, Vendor Support, Concierge) to improve marketplace health, vendor satisfaction, and overall performance.
2. Oversee customer service activities within the organization, ensuring high-quality service and support.
3. Implement customer service standards and policies, and manage customer service teams to maintain customer satisfaction.
4. Collaborate with key stakeholders such as Sales and Finance to ensure alignment between operational duties and goals.
5. Manage and support geographically dispersed teams handling customer service across different regions.
6. Ensure alignment of processes, playbooks, team structure, and performance metrics across countries.
7. Supervise payment processing systems to streamline order-to-cash cycles and minimize payment delays, improving cash flow.
8. Support the execution of change initiatives within the area, working closely with Sales to optimize and scale operations.
9. Provide regular updates on team performance, both upwards and downwards.
10. Work with other managers in RevOps to break down silos and manage talent.
11. Demonstrate a growth mindset by actively seeking knowledge, embracing diverse perspectives, and showing commitment to self-improvement and adaptability.
12. Use a data-driven, consultative approach to problem-solving to deliver the best customer experience, informed by understanding of the business and competitive landscape.
13. Manage time and stakeholders effectively to drive results with a focus on quality and simplicity.
14. Communicate clearly and courageously, prioritizing the audience's needs with kindness and candor.
15. Show intentional leadership by demonstrating a clear vision, caring for employees, and fostering a sense of belonging and inclusion.
16. Set and communicate clear objectives aligned with organizational goals, balancing urgency and importance.
17. Delegate work effectively with clear expectations and support for development and results.
18. Engage with the right stakeholders to gather data, support, and buy-in for team priorities.
19. Assess and develop team members' skills to support performance and career growth.

SUCCESSFUL CANDIDATES HAVE:

1. 5+ years of experience managing billing/collections and customer/vendor support, with significant leadership roles.
2. Proficiency in English and Spanish is required.
3. Bachelor's degree.
4. Proven experience leading operational functions in a global organization, preferably in online marketplaces or e-commerce.
5. Experience managing multi-language customer support teams across geographies (e.g., Spanish, French, Portuguese).
6. Strong vendor relationship management skills, ensuring quality and performance standards.
7. Experience managing collections, revenue optimization, and financial reporting.
8. Knowledge of operational KPIs and data analytics to identify challenges and opportunities, guiding decision-making.
9. High emotional intelligence (EQ) and strong communication skills across levels and functions.
10. Accountability and role modeling in team performance.
11. Ability to motivate teams to achieve goals while maintaining a positive, inclusive environment.
12. Strong people orientation and leadership skills.