SSC Support Manager

This is a fully remote position, open to applicants in Romania.

📋 Description

• Collaborate with the Head of Support to enhance customer and partner satisfaction while ensuring operational excellence throughout the Shared Service Center.

• Lead, mentor, and develop a team of Support Leads, promoting high performance, engagement, and continuous development.

• Drive strategic projects and implement enhancements that improve the overall support experience.

• Examine operational data, customer feedback, and workforce trends to pinpoint opportunities and execute impactful improvements.

• Work closely with the Content, Training, and Quality teams to consistently refine support processes, knowledge, and quality benchmarks.

• Introduce and adopt new working methods while fostering a culture of feedback and continuous enhancement.

• Establish strong partnerships with stakeholders across the organization to enhance the complete customer experience.

• Set an example by showcasing what customer obsession entails and consistently elevating the standard for service excellence.

⛳️ Requirements

• Exceptional verbal and written communication abilities in both English and Romanian.

• 3–5 years of leadership experience in people management, preferably in Customer Support, Customer Service, or a similar operational setting.

• A true enthusiasm for crafting exceptional customer experiences and nurturing high-performing teams.

• Strong coaching and leadership capabilities with the ability to motivate, develop, and inspire team members.

• Experience in utilizing data to uncover trends, make informed decisions, and drive operational enhancements.

• Proficient analytical skills and expertise in Excel and Microsoft Office applications.

• Strong organizational abilities, with a knack for effective prioritization and managing multiple initiatives at once.

• Excellent presentation and stakeholder management skills.

• A proactive, hands-on approach with the capacity to excel in a dynamic, fast-paced environment.

• Background in project management or formal training in people management is advantageous.

🏝️ Benefits

• We are dedicated to fostering and empowering a more inclusive community within our company, industry, and cities. This commitment drives us to hire and nurture diverse teams from various backgrounds, experiences, and perspectives.