Customer Support Manager: AI-Driven, Remote & Growth

UNIT4 NV; Wrocław; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Flexible leave policy

Remote work opportunities

Global wellbeing days

Autonomy to impact

Job summary

UNIT4 NV in Wroclaw seeks a Support Manager to lead the delivery of consistent, customer-focused support for ERP/ERPx, TM and U4F. You will own regional relationships with key accounts and act as a point of escalation when required.

You will champion customer experience, collaborate across global service teams, promote AI in issue processing, and drive improvements through action plans and metrics.

Qualifications

• Champion customer experience and advocate service excellence.
• Built and managed a support team to deliver great outcomes.
• Data-centric, comfortable with reports and charts.
• Collaborate across CS, PS, Cloud, CSM, R&D, GEM, Sales.

Responsibilities

• Ensure all support teams deliver an excellent, consistent customer experience.
• Ensure teams are efficient and resources are used effectively.
• Produce service metrics and insights for improvements.
• Build and own action plans for areas of improvement.
• Promote the use of AI to augment handling of support issues.
• Coordinate with other global support managers on service initiatives.
• Manage and own customer escalations with A/C Managers and CSMs.
• Track performance against metrics and drive improvements.
• Ensure adherence to best practices across teams.
• Support Knowledge Management culture and practices.
• Champion central initiatives for adoption and improvement.

Skills

Customer experience

People management

Data analytics

Team leadership

Resource planning

Job description

UNIT4 NV in Wroclaw seeks a Support Manager to lead the delivery of consistent, customer-focused support for ERP/ERPx, TM and U4F. You will own regional relationships with key accounts and act as a point of escalation when required.

You will champion customer experience, collaborate across global service teams, promote AI in issue processing, and drive improvements through action plans and metrics.