Are you ready to make an impact? Join us at Corporater and be part of a company that values excellence and innovation. Apply today!
Position Overview:
Corporater AS is seeking a skilled and customer-focused Support Manager to lead a global support team and guide the transition from standard business-hour coverage to 24/7/365 service delivery. The Support Manager will be responsible for refining day-to-day support operations, building and managing a team of support specialists across different regions, and fostering a culture of excellence and continuous improvement.
Responsibilities:
Team Leadership and Development:
- Lead, mentor, and motivate the support team to meet and exceed performance objectives.
- Recruit, train, and develop team members, ensuring they possess the skills required to support Corporater’s software solutions worldwide.
- Conduct regular performance evaluations.
- Provide constructive feedback and identify growth opportunities.
Customer Support Operations:
- Oversee daily support operations, ensuring timely resolution of customer issues.
- Establish and enforce service level agreements (SLAs) and key performance indicators (KPIs).
- Manage escalations and ensure customer satisfaction by resolving critical issues promptly.
- Regularly visit regional support locations, including India, Europe, and the Middle East.
Process Improvement:
- Develop and implement processes to improve support efficiency and quality.
- Monitor and analyze support metrics to identify areas for improvement.
- Collaborate with other departments, such as product development and sales, to address customer feedback.
Technology and Knowledge Management:
- Maintain and update the support knowledge base, ensuring it is comprehensive and accessible.
- Utilize support tools and technologies to streamline workflows and enhance the customer experience.
Customer Advocacy:
- Act as a voice for the customer within the organization, ensuring their needs are considered in product development and service delivery.
- Drive initiatives to enhance customer engagement and loyalty.
Qualifications:
- Bachelor’s degree in computer science, business administration, or a related field.
- 5+ years of experience in customer support, with at least 2 years in a leadership role.
- Proven ability to lead and develop high-performing teams.
- Excellent problem-solving, communication, and interpersonal skills.
- Experience / familiarity with support tools such as ITSM tools, ticketing systems, and analytics platforms.
- Knowledge in best practice framework such as ITIL v4.
- Strong project management skills with the ability to manage multiple customer accounts simultaneously.
- Fluent in Norwegian and English on a professional level; other languages are not a must but an added benefit.
- Analytical mindset with the ability to interpret data and metrics to drive customer success.
- Self-motivated, proactive, and able to work independently or as part of a team.
Location:
Kontorveien 15, Stavanger.
Ready to join us?
Send us your CV (and a little about yourself) as soon as possible to: [email protected]
Questions or need more information?
Feel free to contact us regarding the position:
- Ola Hausken, Chief Customer Officer, at +47 415 34 042
- Frank-Arild Normanseth, Director Talent Acquisition, at +47 905 15 239
Important Note:
- At Corporater, we handle all our global recruitment in-house and do not accept offers or candidates/CVs from external agencies.
- As a candidate, you must have a valid working visa for Norway. Corporater does not sponsor visas.
- Final candidates may be asked to consent to a background check and disclose any ties to high-risk or sanctioned countries.
