Industry:  technology company

Work model:  remote with occasional visits at the office in Poznań or Warsaw 

Contract’s length: 12 months + extensions. Long term cooperation   

Project language: English/Polish 

Start: ASAP 

 

Project: 

 

Our SaaS platform is gaining increasing interest from clients, and we are seeking an experienced Support Manager to help us create and manage a customer support organization that ensures the highest level of service.

 

Responsibilities:

 

  • Support Department Management: Establish and lead a 24/7 customer support department, ensuring the highest level of customer satisfaction.
  • Support Contract Management: Oversee support contracts, ensuring that clients receive the specified level of support and service.
  • SLA and Reporting: Develop and manage Service Level Agreements (SLAs) and reporting mechanisms to measure and report on support performance.
  • Strategic Thinking: Collaborate with the management team to develop and execute a strategic vision for the support department. Identify opportunities for process improvement and automation.
  • Passion for Technology: Stay updated on industry trends and technologies to ensure our support services align with the latest advancements.
  • Familiarity with Grafana: Utilize monitoring tools like Grafana to track system performance, proactively identify issues, and create dashboards for internal and external reporting.
  • Team Management: Recruit, train, and manage a skilled support team. Foster a culture of continuous learning, excellence, and teamwork.
  • Client Interaction: Act as the primary point of contact for escalated client issues, ensuring prompt resolution and client satisfaction.

 

Requirements:

 

  • Proven experience min. 5 years of managing customer-facing support teams for SaaS platforms.
  • Strong understanding of support contract management, SLAs, and reporting.
  • Exceptional strategic thinking and problem-solving skills.
  • Passion for technology and a willingness to stay updated with industry trends.
  • Familiarity with Grafana or similar monitoring tools.
  • Patience and the ability to thrive in a fast-paced, challenging environment.

 

Nice-to-Have:

 

  • Proficiency in creating Grafana dashboards.
  • Previous experience in a similar role within the SaaS industry.