Just Lead

Forge a brighter future as a Customer Support Manager.

This role is your chance to lead a team of support specialists and drive excellent customer experiences across the customer journey. You will be responsible for developing a high-performing support team, creating an inclusive culture, and continuing to grow the team with uniquely skilled professionals.

• About the Role:
• Lead the AMER & EMEA-time zone support team, and support escalations, and communication on product fixes and enhancements with the dev team.
• Develop strategies to improve bug resolution through process and communication with the product team.
• Provide regular feedback to the team on trends in the support channel, including key metrics and NPS scores.

Your Key Responsibilities:

1. Manage and develop a high-performing support team.
2. Create an inclusive and productive team culture.
3. Grow the team with uniquely skilled professionals.
4. Train and develop team members and expand their potential through active coaching and skill development.
5. Set stretching but achievable goals, manage performance, celebrate successes and motivate improvement where there is underperformance.
6. Ensure excellence in our support provided across phone/email/chat/zoom, with empathy and clarity in all customer interactions.
7. Create a seamless experience with other teams to facilitate the conversion of trialists, product onboarding, management of accounts, and churn mitigation.
8. Contribute to the Help Centre, expanding and improving the content and accessibility of resources available to users.
9. Be the highest escalation point for customer queries, before the development team.
10. Become a product master, understanding the product and its use cases deeply enough to effectively communicate with the product team, and solve the most complex issues.
11. Be the ultimate 'voice of the customer', delivering feedback to the product team to shape the product roadmap based on common customer needs and questions.
12. Improve bug resolution through process and communication with the product team.
13. Install and download software, determining software and hardware requirements to provide solutions to problems.
14. Adapt existing programs to meet users' requirements.
15. Ensure efficient use of applications and equipment.

• Proven experience in leading support teams and driving excellent customer experiences.
• Strong leadership and coaching skills to develop and grow the team.
• Excellent communication and interpersonal skills to work with cross-functional teams.
• Ability to understand and prioritize multiple tasks and projects simultaneously.
• Knowledge of product development lifecycle and support processes.
• Familiarity with ticketing systems and help centre tools.

• Flexibility: Work hybrid (remotely and from one of our offices) and enjoy a better work-life balance.
• Inspiring Workspaces: Our offices are strategically located and designed to fuel your best work.
• Free Unlimited Barista Coffee and Booze: Enjoy refreshments from our cafe and beverage bar.
• Dynamic Open Spaces: Conducive for productivity and creativity.
• State-of-the-Art Security: Ensuring your safety and peace of mind.
• Game Rooms: Take a break and unwind with our recreational facilities.
• Competitive Compensation: Your talents deserve to be rewarded We help you negotiate with our clients.
• Professional Growth: Access to ongoing training and development opportunities to help you reach your full potential.
• A Supportive Community: Join a diverse and inclusive team that's dedicated to your success.
• Global Impact: Be part of something bigger and make a difference on a global scale.

We're excited to hear from talented individuals who share our passion for delivering exceptional customer experiences. If you have what it takes to succeed in this role, we encourage you to apply directly on this job ad.

We celebrate diversity and are committed to creating an inclusive environment for all employees.