Customer Support Manager

As a key member of our Operations team, The Support Manager is a leadership position in the GRID Support organization primarily responsible for ensuring we are delivering a quality support experience to our partners and clients during their whole journey with GRID.

The GRID support teams provide 24/ 7 support to a wide range of customer types, ranging from B2B customers in the betting or media industry to professional esports teams. This includes live real-time support when esports tournaments are ongoing. 

This position involves managing a team of individuals across 2 regions (Europe and America) and requires collaboration with a wide range of global teams within GRID (commercial, customer success management, tournament operations, engineering, product), multiple levels of management, as well as a wide range of clients and partners.

Requirements

What you will do

• People management

  • Recruiting and Onboarding new members of the global Support team

  • Employee goal setting and performance management

  • Employee development and career management

  • Managing conflicts and tensions within the team

  • Weekly 1-1 with each team member

• Organization

  • Managing shifts and absences to ensure proper staffing for our 24/ 7 operations.

  • Communicating and collaborating with other Teams at GRID(commercial, customer success management, tournament operations, engineering, product)

  • Managing Support Processes (Design, Improvement, Measurement)

  • Driving a culture of collaboration and knowledge sharing inside and outside of the team

  • Leading and contributing to initiatives aimed at improving the efficiency of the Support Team

• Customer Experience

  • Ensuring communications and responsiveness of the team are meeting our standards

  • Managing customer escalation and sensitive customer and partner communications

  • Escalating critical issues to the appropriate leaders in the GRID organization

• Reporting

  • Providing regular reports on key Support activities and the performance of the Support team

  • Providing regular reports on other business activities

What we're looking for

• 2 years of experience managing a remote international team of 5-10 people with experience in “live support” (real-time chat operations) and “B2B support”

• A customer-centric service mindset

• The ability to think in processes

• Excellent problem-solving skills and attention to detail

• Effective communication and collaboration skills

• Ability to adapt to a fast-paced startup environment

• Knowledge about competitive gaming and popular esports titles (CS2, DotA, League of Legends, Valorant, Rainbow 6 Siege) would be a plus

• Someone who can work around the hours of 12PM UTC to 6PM UTC, Tuesday to Saturday - EU or South America locations would be ideal

About our culture

• Flexibility: Work from the place that inspires and motivates you the most! From our awesome Berlin/ Wroclaw offices to the comfort of your own home. Meet up in-person with your colleagues every so often, making use of the travel opportunities GRID offers

• Sustainability: We’re not a typical start up. We want our employees to be rested and able to perform. We offer a generous vacation allowance (28+ days a year) and the opportunity to speak with professional counsellors to support mental health - covered by the business

• Pragmatic: GRID thrives on being rational, allowing us to make the best decisions, rather than keeping to rigid processes and procedures that don’t work well for us

• Fostering growth: Empowering employees who are determined to grow by providing a self-development budget and strong career advancement opportunities. Support from your teammates to guide and encourage you to grow in your desired professional field

• Company c