Senior Support Manager

Join ScreenManager as our Senior Support Manager and lead our customer support team to deliver exceptional service. In this role, you'll shape our support strategy, build a world-class support team, and ensure our clients receive timely and effective assistance with our digital signage platform.

About the Team

Our support team is the frontline of our customer experience, helping clients successfully implement and use our digital signage solutions. You'll be leading a dedicated team of support specialists who take pride in solving problems and delivering exceptional service. We're looking for a leader who can build on our foundation and take our support operations to the next level. You'll be joining a team that values:

• Customer-first mentality and empathetic problem solving
• Continuous learning and knowledge sharing
• Efficiency and effectiveness in issue resolution
• Data-driven decision making and continuous improvement

What You'll Do

As the Senior Support Manager, you'll be responsible for building and leading our support function. Your typical activities will include:

• Developing and implementing support strategies aligned with company goals
• Recruiting, training, and mentoring support team members
• Establishing and monitoring KPIs for support quality and efficiency
• Creating and optimizing support processes and workflows
• Working with product teams to address common user issues and improve the platform
• Building a comprehensive knowledge base and self-service resources

Your Impact

In this role, you'll have a significant impact on our business. You'll be instrumental in shaping our customers' experience, building a support function that not only resolves issues but proactively improves our platform. Your work will directly contribute to customer satisfaction, retention, and ultimately, business growth.

If you're passionate about building and leading customer-focused support teams, have a knack for process improvement, and want to make a real difference in how customers experience our platform, we want to hear from you!