Customer Support Manager
Stebby
full-time
Posted on:
Location Type: Hybrid
Location: Tartu • 🇪🇪 Estonia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead and develop the Customer Support team – plan and organize the team's work, conduct 1-on-1s, performance reviews, daily calls and team meetings
- Ensure service quality and meet customer satisfaction expectations by implementing and establishing new best practices and customer service standards
- Own the metrics – drive decision-making by utilising data to transform service trends into actionable product and process improvements
- Drive cross-team collaboration with Sales and Product teams to resolve systemic issues and align customer retention strategies
- Design and deliver training to reduce customer turnover and capture additional business opportunities; empower the team to continuously learn and develop their skills
- Advance coaching culture and be an active mentor for the team
- Align and collaborate with other teams to meet company goals
Requirements
- At least 5 years of managerial and customer support experience
- Good understanding of modern solutions and operations related to customer service
- Ability to interpret data to make business cases
- A people person and a team player
- Experience with cross-team collaboration with business and technical teams
- A strong sense of ownership, the ability to work independently and a decent work ethic
- Ability to effectively lead a hybrid/remote team
- Excellent Estonian and English skills
- Proficiency in Russian is considered an advantage.
Benefits
- Family-friendly benefits to support work-life balance (hybrid workplace, health insurance, dedicated monthly budget for your health & wellness, days-off for personal occasions, extra vacation days, to name a few)
- Personal training budget to support your professional and personal growth
- Opportunity to work with a positive, active and committed team
- Fun and modern environment combined with the perks of a fully established and still expanding company
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
leadershipteam managementcustomer servicedata interpretationcross-team collaborationcoachingmentoringindependencework ethiccommunication