B2B Support Manager, EMEA

B2B Support Manager, EMEA

Job Description:

We are seeking a technically proficient and execution-driven B2B Support Manager to lead our Customer Support team for the EMEA region. This pivotal role is essential in delivering outstanding service and support to our business clients. The ideal candidate will reside permanently in Ireland and will have the flexibility to work in a hybrid model if within commuting distance from our Cork office, or fully remote for those outside this range. As part of a rapidly growing cybersecurity company, you will play a crucial role in ensuring our business customers' needs are met effectively and efficiently. You will oversee the support operations, ensuring that our team continuously improves in their delivery of exceptional service. Your leadership will be vital in understanding customer requirements, providing technical assistance, and fostering collaboration with other departments.

IT Languages:

• JavaScript
• Python
• SQL

As the B2B Support Manager, your responsibilities will include leading a team of support specialists, ensuring high-quality assistance for our B2B customers, and acting as their advocate within the organization.:

Mentor and motivate the support team to excel in customer service;; Ensure timely and effective resolution of customer issues;; Monitor and maintain quality of customer interactions;; Establish and report on key performance metrics;; Conduct monthly performance reviews with the support team;; Identify and implement improvements to support processes;; Maintain clear communication with clients through various channels;; Handle escalated client issues with professionalism;; Generate and analyze support-related reports for management;; Collaborate with other departments to drive product improvements;; Implement training and development programs for the support team

Spoken Languages:

• English;; French;; German

Skillset:

• SaaS support
• CRM systems
• Technical support
• Performance metrics
• Customer relationship management

Soft Skills:

• Excellent communication skills
• Strong customer service orientation
• Analytical thinking
• Problem-solving ability
• Outstanding leadership and coaching skills
• Interpersonal skills

Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related field
• Proven experience in SaaS support leadership

Years of Experience:

5

Location:

Ireland

Job Benefits:

• Onsite lunches
• Private healthcare with no waiting period
• Pension contribution with no waiting period
• Sick pay
• Bike-to-Work Scheme for local employees

Working Conditions:

Hybrid

Employment Type:

Permanent Contract

Company Culture:

• We foster a culture of inclusivity, diversity, and continuous improvement, encouraging our employees to be innovative and proactive in their roles.

Opportunities For Advancement:

• Leadership development programs, Cross-departmental collaboration opportunities, Career progression within the Customer Experience team

Visa Sponsorship:

Not Available