Customer Support Manager

Barcelona (Spain)
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Customer Support Manager

We are seeking a Customer Support Manager to join our Client, an Industrial Company, based in Barcelona. In this role, you will be responsible for managing a team of customer support specialists to ensure exceptional service delivery, maximize customer satisfaction, and foster long-term client relationships. The Customer Support Manager will develop and implement effective support strategies, improve service processes, and leverage analytics to enhance performance. You will be responsible for driving continuous improvement initiatives, ensuring compliance with service level agreements (SLAs), and acting as an escalation point for complex technical issues.

LOCATION: Barcelona (Spain)

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Customer Support Manager

Production, Operations and R&D

Barcelona (Spain)

Ref: XN4505 September 3, 2024 INDUSTRY AND CAPITAL GOODS

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FUNCTIONS

Responsibilities: • Leading and managing the customer support team, including support team and technical support team, and the Operations Center. • Developing and implementing customer support policies and procedures. • Ensuring timely and efficient resolution of customer issues and escalations. • Monitoring and analyzing support metrics to identify trends and areas for improvement. • Driving continuous improvement initiatives to enhance service quality and customer satisfaction. • Collaborating with other departments to align support strategies with overall business goals. • Managing the budget for the customer support department. • Conducting regular performance evaluations and providing coaching and development opportunities for team members. • Oversee and coordinate subcontractor activities to ensure alignment with department goals, compliance with service agreements and adherence to quality standards. Requirements: • Bachelor’s degree in business administration, Information Technology, or a related field. • Advanced degree or certifications in customer service management, project management, or technical support are advantageous. • Proficiency in customer support software (e.g., Salesforce) and analytics tools (e.g., Power BI, Tableau). • In-depth knowledge of service level agreements (SLAs) and operational level agreements (OLAs). • Fluency in English is required, French or Italian are a plus. • Minimum of 5 years of experience in customer support or technical support roles. At least 3 years of experience in a managerial or supervisory role. • Proven track record of managing customer support operations in a B2B environment, preferably with technical products. • Experience with managing and optimizing support processes and workflows. • Strong understanding of network operations and technical support principles.

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