Customer Support Manager – B2B SaaS

Job not on LinkedIn

🔥 4 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

group.one

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

group. one is a leading European provider of online presence, cloud hosting, and digital marketing services. With over 2 million customers, the company is committed to helping individuals and businesses achieve online success. group. one operates with a global team of 1,500+ employees across nearly 20 locations in 15 countries, with headquarters in Sweden. Partnered with Cinven and Ontario Teachers' Pension Plan, group. one continues to expand its service portfolio and geographical footprint, while emphasizing sustainability and employee development. The company values diversity and inclusion, aiming to create a supportive and innovative workplace.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.