Support manager

Job descripition:

• Daily stand up meetings with the team to discuss what is outstanding, priorities for the day, any blockers to meeting SLA’s and general issues
• Daily feedback meeting to the European Support Manager
• Ongoing performance reviews of all direct reports
• Distribution of daily reporting to all key stakeholders
• Building and maintaining good relationships with key customers, willing to travel for short-time business trips
• Liaison with the Client Service Owner to ensure Production Issues are being dealt with in the appropriate manner and to the correct time frame
• Maintenance and improvements to the CRM platforms and any other tools in use
• Ensuring up to date documentation is kept regarding working practices
• Creating policies and procedures for Support team
• Reviewing applications, conducting interviews, providing on the job training or mentoring to new employees
• Analyse support team to establish whether all personnel are following the best practices established by the Support Manager
• Defusing situations with unhappy customers, will support team in critical issues

Requirements:

• Experience in IT and/or Ecommerce Industry (Logistics experience advantageous)
• Experience in Support environments (knowledge of tickets systems, CRM etc.)
• Strong IT Skills (must be able to understand our platform, product, services)
• Fluent English 
• Understanding of customer service practices
• Knowing mediation and conflict resolution techniques
• Excellent interpersonal and leadership skills
• An ability to prioritize work and to plan ahead
• A calm nature under pressure
• Decision making abilities
• Extreme accurate information keeping