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The Company – Customer Support Manger

Our client is a large software house, with leading products within a number of product domains. Their software is used by large companies with complex logistical requirements.

The Brief – Customer Support Manager

We currently recruiting for an open position for an Customer Support Manager responsible for the support of a wide range of clients in the Netherlands and other European countries, for products in Supply Chain Solutions.

The Role – Customer Support Manager

You will act as an escalation manager for the customers and lead the Support Team members on a day-to-day basis. You will manage and reduce open and escalated incidents to ensure SLA’s are respected. You will ensure proper documentation and handovers are set up and shared within the team. You will address day-to-day HR activities for your team such as holiday requests, planning, rotas, performance evaluations and contribute in the recruitment and training of new team members.

The Person – Customer Support Manager

• Someone with experience in managing a regional team
• A good Technical mind.
• Have managed a customer support team before at least in a software company or industry.
• Have an analytical mind.
• Be a process-driven individual.
• Should be able to work with both Professional Services and R&D teams.
• Be confident to face external clients.
• The location can either be Netherlands, Belgium, or UK