Your opportunity👋🏻

We are looking for a motivated and experienced customer support manager
to lead our customer support department. The customer support manager
will be responsible for driving superior customer support to Ecommerce
agencies and merchants, through policies, procedures, and setting of goals.
The ideal candidate will have proven experience working in a customer
support position, show excellent leadership and interpersonal skills, have
great communication skills, and be a role model and mentor to staff.

What your day will look like👌🏻

• Managing the customer support department’s day-to-day operations.
  
• Responding to escalated customer support issues.
  
• Spokesperson and main contact during (and after) business critical
  incidents on our hosting platform.
  
• Responsible for ensuring active follow up on platform health
  monitoring
  
• Implementing and ensuring customer support processes to enhance
  customer satisfaction.
  
• Formulating and revising customer support policies and ensuring their
  implementation.
  
• Ensuring customer support is up to date with platform changes and
  product development.
  
• Managing and assessing support statistics and preparing detailed
  reports on the findings.
  
• Advocate data driven decision making.
  
• Inform and challenge Hypernode management on (quick) wins to
  improve customer experience and overall quality of support
  Interviewing and hiring new employees.
  
• Overseeing and evaluating the team's ongoing training efforts.
  
• Delivering performance evaluations and following the disciplinary
  process according to company policy.
  

What you have👍🏻

• Higher professional education.
  
• Proven experience (+ 2 years) as a customer support manager,
• preferably within the hosting or E-commerce environment.
  
• Proven experience on change management.
  
• Prior experience in a managerial or supervisory role.
  
• Exceptional communication skills both verbally and in writing, in Dutch
  and in English.
  
• Does not shy away from high pressure situations.
  
• Well-developed arbitration skills with the ability to remain impartial.
  
• Capable of abstract reasoning and looking at the bigger picture.

What's in it for you🤛🏻

• Check team.blue benefits for at least 9 reasons to work with us.

Hybrid Working
At team.blue NL you work at home or from another workspace. Once a week you will work at our Amsterdam office in consultation with your team. The second day at the office you can choose yourself.