This is a chance to become part of a team that is disrupting the real estate industry and the way people work. We are a fast-growing and highly skilled team leading the PropTech industry, that is digitizing and redefining commercial real estate processes and occupier experience.
spaceOS is the most advanced operating system for the next generation of safe, flexible, and human-centric workspaces. The future of work is the future of worker choice and well-being, powered by spaceOS technology.
spaceOS is seeking an experienced and accomplished Customer Support Manager to define customer support standards, processes, and team structure to drive the future of Customer Support at spaceOS. You will be responsible for ensuring the global team delivers a best-in-class experience, meeting or exceeding service standards. Your team will be responsible for managing all support inquiries in a timely manner, handling escalations, and collaborating with other internal teams as needed. In this role you will also serve as a senior member of the Customer Experience leadership team, working alongside managers for the Deployment Management and Customer Success teams.
What you’ll be doing
- Set strategy and vision for the customer support department and deliver excellent customer experiences through technology, process and great people
- Establish KPI targets, measure department success and deliver a consistently high level of customer satisfaction and experience
- Implement and continually improve tools and processes to increase customer satisfaction and reduce costs
- Create and maintain a unified platform to understand customer issues and take action to address root cause cross functionally
- Build and maintain support documentation, knowledge base and FAQ’s
- Build a culture of performance management, where you hold the support teams to high standards, using our customer experience commitment of empathy, partnership, and expertise, as well as our customer service SLAs as your guiding principles
- Own escalated support issues. Formalize processes for incident management and escalation ensuring that blocking issues are resolved rapidly
- Hire, train, and manage the global support team, monitoring team performance and coaching all team members
- Work closely with cross-functional teams and partners to drive a great customer experience
- Serve as the point of accountability for escalated issues and other support challenges
- Be able to deal with ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels
- Collaborate with Customer Success and Deployment Management teams to streamline processes, built and iterate engagement strategies, strengthen deployment and adoption tactics, and contribute to reporting best practices
- Collaborate with management and other departments on strategic initiatives, improvement plans, and changes necessary to ensure continuous quality of customer experience
Our Offer
- A key role in a high-growth, freshly funded, ambitious PropTech startup
- An experienced and international founder team
- An opportunity to work with a groundbreaking and disruptive new technology
- Positioned in the biggest asset class in the world.
- Full ownership and freedom to drive and innovate
- Work with big name brands to achieve their goals
- Flexibility to work from wherever it is best for you
- Modern and comfortable workspace on-demand within the London, Dublin, Berlin, and Warsaw flex-space ecosystem.
- Great opportunities for career advancement
- A competitive base salary package
- Compensation packages based on success
Requirements
What would make you a strong fit
- 5+ years of experience in building and leading a global customer support team for a SaaS company
- Proven leader and manager with history of successfully developing processes, tools and teams for customer support of a SaaS company
- The ability to define and implement a vision, processes and tools for a support team
- Strong analytical skills and ability to make data driven decisions
- High impact leadership skills, including: setting a clear vision and strategy, motivating and coaching others, driving urgency and results, and exhibiting empathy.
- Excellent written and oral communication skills
- Excellent technical knowledge about SaaS systems
- Proven capacity to reliably manage a variety of tasks and initiatives and set priorities effectively
- Obsessed with improving customer experience
- A player-coach mentality
Benefits
- An international work environment with talented people and a startup spirit
- An office in the iconic Warsaw Spire