Customer Technical Support Manager
Customer Support Manager position involves coordinating the work of 4-7 customer support specialists in Estonia, Latvia and Lithuania. Customer requests range from highly technical to supply chain and business-process related issues.
Responsibilities include
- leading and planning the work of customer support specialists
- training and developing team members to improve their customer service skills and knowledge
- develop and coordinate customer trainings and materials, eg. user manuals and FAQs
- communication in case of planned and unplanned service breaks
- developing and implementing customer support best practice processes and procedure
- resolving complex customer issues in cooperation with other departments
- monitoring and reporting on key performance indicators to measure the effectiveness of the customer support team
You are the one if
You have a minimum of 3 years of proven experience in leading customer service position. Have the knowledge and understanding of all relevant industry standards nd best practices for service management. Can think critically about systems and to make adjustments consistently as needed. You have excellent written and verbal communication skills in Estonian and English, Russian. ITIL certification and experience with customer service software and CRM systems is a plus.
Telema offers
Work in a unique and fast-growing business field, motivated and eager team, international environment and continuous development opportunities. We provide specific training and all the equipment required to be successful at work.
Come join us and bring your ideas to life!