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Customer Support Manager

full-time Glofox Dublin

As a Customer Support Manager at Glofox, you will be accountable for managing our team of Customer Support agents in our Dublin and LA offices, approximately 10 people with potential to more than double in the next year. Our customer support team supports our worldwide customer base predominantly by email, live chat and phone using our support tool Intercom. The customer support team is responsible for owning customer support issues all the way from initial contact right through until resolution.

A market leading customer experience is central to the success of our company and our customers. We are looking for a leader with the ability to scale a high performing global support team. This individual should be comfortable with decision-making, have experience in operational issues, be passionate about customer support and people development, and have a high degree of emotional intelligence.

Your responsibilities will include:

  • Establish and maintain customer satisfaction/happiness metrics that align with business strategy
  • Accountable for the performance of the support team across all key metrics
  • Make decisions around growth planning, staffing, and hiring
  • Coach, develop, and offer actionable feedback to customer support agents
  • Identify and interpret ticket volume trends, escalating potential issues to the relevant teams where appropriate
  • Design and implement new processes, improving operations and scalability as the company grows
  • Mentor and plan career development tracks for customer support agents
  • Take ownership and drive resolutions for challenging customer situations
  • Ensure that all business processes and protocols are followed by all team members
  • Prepare monthly reports for executive team and for board packs
  • Ideally degree level education or equivalent relevant experience
  • 1-2 years’ experience in a similar managerial role for a software as a service company would be highly advantageous but not essential
  • Excellent management, people and interpersonal relationship skills
  • Comfortable working across different departments and timezones
  • Strong levels of empathy and ability to really understand the customer’s pain
  • Team player, great work ethic and ability to work in a high-paced challenging environment
  • Career and role ownership - we’re fast growing and looking for people who can help shape the Customer Support function at Glofox
  • A diverse, fun, tech start-up environment where you will work with smart & ambitious people
  • Competitive salary
published: Nov. 1, 2018

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