About Us Reachdesk is a cutting-edge B2B gift-sending platform that allows companies to deliver e-gifts, gifts, and bespoke merchandise (from our warehouses), and build deeper connections with customers, prospects, and employees at the click of a button. We integrate seamlessly with sales and marketing tech stacks, enabling companies to deliver moments that matter at scale, globally, throughout the entire customer lifecycle. Working with some of the world's leading brands, we're assembling a world-class global team across London, Lisbon, and New York - and we're looking for our next Customer Support Manager!
About The Role As the Customer Support Manager at Reachdesk, you will lead a dynamic team of 6 agents, split across EMEA and the Philippines, with varying levels of seniority. Your primary goal is to enhance our customer support practice, ensuring that we consistently meet our First Response Time SLAs and reduce ticket resolution times. This role encompasses overseeing customer support, internal support (from Customer Success, Professional Services, and Supply Chain Teams), and warehousing support.
You will be instrumental in driving continuous improvement within the team, identifying and executing on areas of enhancement to elevate Reachdesk's customer support to new heights. The ideal candidate is a strategic leader, passionate about customer service, and thrives in a fast-paced, collaborative environment.
Key Responsibilities: Team Leadership: Manage, mentor, and develop a team of 6 support agents, fostering a culture of excellence and continuous improvement.
Performance Management: Define and establish SLAs aligned with business objectives, ensuring the team consistently meets or exceeds these targets while optimizing ticket resolution times.
Support Operations: Oversee customer support operations, internal support, and warehousing support, ensuring efficient and effective service delivery.
Process Improvement: Strategically identify and implement process improvements, leveraging industry best practices to enhance the overall support experience and operational efficiency.
Stakeholder Collaboration: Collaborate with cross-functional teams, including Customer Success, Professional Services, and Supply Chain, to address support issues and improve service quality.
Reporting & Analysis: Monitor and report on key performance metrics, using data to drive decision-making and continuous improvement.
Customer Advocacy: Champion the voice of the customer within Reachdesk, ensuring customer feedback informs strategic initiatives and drives improvements in the support experience as well as overall business outcomes.
About You Experience: 3+ years in customer support management, preferably within a SaaS or technology company, with experience managing a global team.
Leadership: Proven track record of effectively managing and developing a diverse team of support agents.
Operational Excellence: Strong understanding of support operations, with a focus on meeting SLAs and improving ticket resolution times.
Analytical Skills: Ability to analyze performance data, identify trends, and implement actionable improvements.
Communication: Excellent verbal and written communication skills, with the ability to collaborate effectively with cross-functional teams.
Customer Focus: Deep empathy for customers and a passion for delivering exceptional support experiences.
Technology Savvy: Experience with support ticketing systems and CRM platforms (e.g., Salesforce, Zendesk) is a plus.
About the Benefits Competitive salary.
Unlimited holiday.
Healthcare.
A super friendly working culture populated by fun and dedicated people.
We believe that a diverse team will help us achieve our mission sooner and we're actively seeking applications from candidates of all backgrounds.
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