Customer Support Manager
2 semanas atrás
Project As the Senior Manager, Customer Support in Lisbon, you will lead regional support teams and drive the alignment of support practices, standards, and collaboration across our wider support organisation. You will play a central role in ensuring consistency, improving operational structure, and delivering a unified, high-quality customer experience across regions. You will oversee day-to-day operations, manage escalations, strengthen cooperation with internal partners such as Product and Engineering, and support the ongoing evolution of our support model. This is an opportunity to shape how our support functions work together as a cohesive organisation. Role Lead and manage regional EMEA support teams Drive alignment of support practices, workflows, and standards across support groups Act as the primary escalation point for complex customer issues Ensure consistent and transparent case management processes Review existing operational procedures and introduce improvements where needed Monitor SLAs, KPIs, and operational trends, driving continuous improvement Strengthen collaboration with Product, Engineering, and other internal teams Mentor, coach, and develop team members, creating clarity and accountability Support recruitment, onboarding, and integration of new team members We are looking for 5 to 7 years of experience in customer support, technical support, or service operations 2 to 3 years in a leadership or operational management role Experience aligning or standardising processes across multiple teams or regions Strong operational mindset with a focus on structure, efficiency, and consistency Confidence managing escalations and customer-facing conversations Excellent communication skills in English Experience with CRM or ticketing platforms (Salesforce preferred) SaaS background helpful but not essential Portuguese or French is a plus but not required Strong organisational skills and comfort leading teams through change What you can discover with us? Be part of a tech start-up Different scopes of project in different sectors Structure of fairness and equity salary (Consultant Profile) Training & Certification Career Path management More than 30 Partnerships Welvaart Ambassador Program UNLEASH THE POWER OF YOUR CAREER Tipo de oferta: Período Integral, Integral/Full-time Pagamento: Até 2 400,00€ por mês Benefícios: Cartão/Ticket refeição Seguro saúde
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