Customer Support Manager -B2B Saas

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group.one

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

💼 Consultoria

📣 Marketing

📦 Logística

Consulting • Marketing • Logistics

A group. one é uma fornecedora europeia líder em serviços de presença online, hospedagem em nuvem e marketing digital. Com mais de 2 milhões de clientes, a empresa se compromete a ajudar indivíduos e empresas a alcançarem sucesso online. A group. one opera com uma equipe global de mais de 1. 500 funcionários em cerca de 20 localidades em 15 países, tendo sua sede na Suécia. Em parceria com a Cinven e o Plano de Pensão dos Professores de Ontário, a group. one continua a expandir seu portfólio de serviços e sua presença geográfica, ao mesmo tempo em que enfatiza a sustentabilidade e o desenvolvimento dos funcionários. A empresa valoriza a diversidade e inclusão, buscando criar um ambiente de trabalho inovador e de apoio.

Descrição

• Ensure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines. • Act as an escalation point for complex customer issues and ensure timely resolution. • Monitor team performance, KPIs, SLAs, CSAT, and quality metrics. • Develop, document and improve support processes, workflows, and knowledge base. • Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback. • Should be able to work as an IC to handle support tickets and calls.

🎯 Requisitos

• 8 years of experience in customer support within a B2B SaaS company • Excellent written and verbal English communication skills (mandatory) • 3+ years of experience managing or leading a customer support team • Hands-on experience handling customer support via emails, chats, and calls • Strong working knowledge of support systems such as HelpScout, Zendesk, and similar platforms • Experience with ticket management, escalation handling, and customer satisfaction metrics • Ability to work independently and manage teams during the night shift.

🏖️ Benefícios

• Best in class health and medical benefits. • Profit-Sharing Plan: We reward our high-performing employees by actually sharing profits with them. • Staycation: Every year, choose anywhere in the world to stay for a month; we will take care of the expenses! • Open Door Policy: Strong communication and transparency go a long way in creating stress-free workplaces. • Zen-like Workspace: A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office.