Manager, Customer Support

Brandwatch is the world’s premier social suite, empowering over 7,500 of the world’s most admired companies to understand and engage with customers at the speed of social. 
Combining pioneering, AI-enriched digital consumer intelligence with industry-leading social media management tools, Brandwatch offers a complementary suite of specialized, best-in-class products and services that support intelligently connected workflows. With Brandwatch, brands and agencies can adapt and thrive in today’s fast moving digital world by making smarter decisions and executing data-driven social strategies at every customer touchpoint.
Operating and serving clients the world over, Brandwatch has 15 offices across the globe and more than 1,000 employees worldwide. Brandwatch is a Cision Company.
Customer Support is a core component of Customer Experience at Brandwatch. We strive to be there for our customers, helping them through high level technical assistance,  to enable them to obtain the optimum value from our product offering. The manager is the guide for professional growth and the lever for the work we do. You will be leading customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. Your ultimate goal is to deliver outstanding customer support and develop strong customer relationships.

What you'll do

• Build and manage a high-performance Customer Support team 
• Coach and mentor team members to create a culture to deliver the highest standards of customer experience to resolve customer inquiries, evaluate business results, identify opportunities for improvement, growth and increased customer loyalty
• Provide 1-1 guidance on current role performance and career progression
• Work with the Director of Customer Support to map out strategies for scaling the team and hiring in new regions
• Manage hiring, training, capacity planning and team throughput
• Directly impact retention of Brandwatch’s softwares by driving product adoption through positive support experiences and satisfactory issue resolutions
• Build playbooks and processes, and lead initiatives to further improve on them and enhance current activities
• Set clear objectives and ensure appropriate levels of engagement, feedback and development to continuously improve individuals' contribution
• Schedule and distribute schedules, tasks and projects within the team
• Act as a point of escalations between the Support team and our customers and stakeholders
• Provide insights and reports of team metrics and achievements

What you have

• 5+ years of experience in SaaS and/or a technical support or helpdesk role
• 2+ years of management experience
• Demonstrated exceptional leadership and organisational skills
• Find satisfaction in proactively finding new solutions to make support even better for our customers - we love managers who aren't afraid to share their ideas
• Impeccable written and verbal communication skills
• Can shift seamlessly between the role of player and coach by answering chats, emails, and resolving escalations
• Be passionate about business results and quality, with a strong sense of accountability and ownership
• Strong analytical thinking and problem solving; able to take in a lot of information quickly and demonstrate strong decision making in a timely manner
• Ability to influence and collaborate at all levels and across all functions of the organization
• Thrive in an environment built on self-motivation and who can be a pillar for the team

What we offer

• Competitive salary
• Flexible and remote working
• Generous parental leave policy
• Apple Macbook & tech stack
• Headspace subscription
• Medical, dental, vision, life & disability insurance
• 401(k) with company match
• PTO, Holidays, Floating Holidays, Sick Time, and Community Service Day
• Casual work environment with amazing co-workers

Our Values:
We Act with Care - We invest in our teams, treat each other with respect, and understand that people are the center of our work. We care about our purpose and invest heavily in services to better support our customers.
We Take Pride - We take pride in the quality of our products and services, our company, and each other. 
We Spark Change - We are agents of change and we are pioneers in our industry. We reward creativity and value the lessons that come not only from success, but failure as well. 
If you’ve found our job opportunity interesting but you don’t meet all of the requirements, it’s still worth applying. We’d love to hear from you!
Brandwatch is a globally distributed organization. However, we can’t provide any legal sponsorshi