Manager, Customer Product Support - EMEA

📋 Description

• Partner with the existing EMEA manager to provide operational leadership, coaching, and mentorship
• Own and drive team-wide operational KPIs (including CSAT, response and resolution times, and
• Serve as an escalation point for high-visibility customer issues, coordinating clear, timely
• Proactively surface product issues and customer pain points to senior Support Leadership using
• Provide input on resource allocation and support ad-hoc operational projects to mature and scale
• Foster an accountable, transparent team culture grounded in clear expectations, open communication

🎯 Requirements

• 6+ years of experience in customer support or services within a SaaS environment, including 3+
• Proven track record of coaching and developing individual contributors to achieve operational
• Strong technical acumen with demonstrated experience navigating complex SaaS product issues and
• Excellent cross-functional communication and stakeholder management skills, with the ability to
• Analytical and data-driven mindset with experience leveraging metrics and tools to identify trends
• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and

🎁 Benefits

• Mental health, wellness & fitness benefits
• Career coaching & support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options to cater to your dietary preferences