Customer Support Manager

<h3> <i aria-hidden="true"></i> General information </h3> Country Czech Republic City Prague Job ID 45277 Department Customer Support Experience Level MID_SENIOR_LEVEL Employment Status FULL_TIME Workplace Type Hybrid <h3> <i aria-hidden="true"></i> Description &amp; Requirements </h3> We are seeking an experienced Customer Support Operations Manager to lead their assigned team of support analysts and optimize our support operations. The role is responsible for effectively guiding team members and ensuring they have the required technical and product knowledge to address customer issues. The role will contribute to shaping the organizational culture, fostering collaboration within the team and cross-functionally with key stakeholders, while proactively identifying and addressing obstacles to enhance both team performance and customer experience. The Customer Support Manager drives team development, performance management and mentoring, fostering engagement and motivation, promoting collaboration and addressing conflicts constructively to help team members grow and achieve their career goals.<strong><br/></strong><strong>Key Responsibilities:</strong><br/>Leadership and team management:<ul><li>Lead, motivate, and coach a team of support analysts. </li><li>Set clear expectations, conduct regular performance evaluations, provide constructive feedback, and develop team members and help them achieve their career goals </li><li>Foster a positive and collaborative team environment, encouraging high engagement and motivation, celebrating achievements, recognizing contributions, and creating opportunities for team members to feel valued and connected to the broader goals </li><li>Invest in the growth of the team members, getting them the required training, knowledge and enablement. </li><li>Help shape the culture of the support function, ensuring alignment with broader organizational goals. </li></ul><strong><br/></strong>Process improvement, technical and product knowledge: <ul><li>Maintain and evolve a solid understanding of the technical and product contexts to effectively guide and support the team. </li><li>Ensure teams have the required technical and product knowledge to effectively address customer needs. </li><li>Identify, analyze, and implement support process improvements to enhance efficiency and effectiveness. </li><li>Develop and maintain standard operating procedures (SOPs) and workflows. </li><li>Monitor key performance indicators (KPIs) and identify areas for improvement. </li></ul><strong><br/></strong>Team and customer experiences <ul><li>Collaborate across the Support function and with product development, Cloud Operations and other key counterparts to proactively identify problems, assess systemic issues and clear obstacles, ensuring that the support team is equipped to address customer issues effectively. </li><li>Monitor customer feedback and drive areas for improvement in the custome