Customer Success Manager
Coates Group
Support Operations Lead
Agile Actors
full-time
Posted on:
Location Type: Hybrid
Location: Chalandri • 🇬🇷 Greece
Visit company websiteJob Level
Senior
About the role
- Build, scale, and manage the technical support function to deliver high-quality, timely assistance to enterprise clients
- Own operational infrastructure, processes, and reporting that enable scalable, efficient support delivery
- Lead and mentor the 2nd level technical support team, including onboarding, training, and performance management
- Define and evolve the support team structure as the company scales and foster a culture of technical excellence and client empathy
- Own and optimize support workflows, escalation paths, and SLAs across all support tiers
- Ensure consistent, high-quality ticket handling, communication, and maintain internal documentation, tooling, and knowledge bases
- Act as the primary liaison between Support, Engineering, Product, and Customer Success; coordinate 3rd level escalations and on-call rotations
- Participate in release planning to ensure support readiness for new features and critical client milestones
- Operationalise and manage delivery of support packages; collaborate with Sales and Customer Success to define and evolve support offerings
- Ensure staffing, scheduling, and tooling align with package commitments and track/report on SLA compliance and client satisfaction
- Define and track KPIs (response/resolution times, ticket volume, escalation rates), provide regular reporting, and identify trends for product and process improvements
Requirements
- 5+ years of experience in technical support, support operations, or engineering management
- Strong understanding of SaaS products, APIs, and integration workflows
- Experience managing support teams and implementing scalable support processes
- Excellent communication and stakeholder management skills
- Strong organisational and leadership skills
- Familiarity with tools like Jira Service Management, Postman, and monitoring/logging platforms
- Nice to have: Experience in a B2B SaaS or enterprise software environment
- Nice to have: Background in engineering, QA, or DevOps
- Nice to have: Experience with support package design and delivery
Benefits
- Tailored Remuneration Package that recognizes your expertise with a competitive salary
- Private Health Care Insurance
- Ticket Restaurant Card
- Psychological Support through a professional helpline for you and your family, with 5 free sessions included
- Internal Coaching Program for technical and soft skills development
- Personal Development Plan tailored with your coach
- 360° Continuous Feedback Model
- Unlimited Training & Learning resources (Udemy, Coursera, Pluralsight) from day one
- Career Development Pathways including mentoring and leadership programs
- Chapters (Internal Communities) for knowledge sharing and mentoring
- Diverse Customer Ecosystem offering dynamic opportunities for career growth
- Onboarding Buddy to support and guide you from day one
- Flexible Working conditions tailored to your assigned account
- Work-Life Balance with a culture that promotes flexibility and sustainability
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportsupport operationsengineering managementSaaS productsAPIsintegration workflowssupport processesKPI trackingticket handlingsupport package design
Soft skills
communication skillsstakeholder managementorganizational skillsleadership skillsmentoringclient empathyteam managementperformance managementcollaborationproblem-solving
