Full job description
Headquarters: Valencia
- Lead and manage the technical support team.
- Supervise and improve customer service processes.
- Resolve complex incidents and ensure optimal response times.
- Coordinate with development teams to resolve technical issues.
- Implement strategies to improve customer satisfaction and loyalty.
- Analyse and report on support performance, including:
- Average response and resolution time (SLA and TTR).
- Volume and classification of support tickets.
- Customer satisfaction (CSAT, NPS, CES).
- Analysis of trends and recurring issues.
- Team workload and operational efficiency.
- Experience in managing technical support teams or customer service in technological environments.
- Leadership, problem solving and continuous improvement skills.
- Ability to work with metrics support and analysis tools (Zendesk, Freshdesk, Jira, Power BI, etc.).
- Upper-intermediate level of English.
- Knowledge in software, SaaS or technological solutions for logistics, transport or ports.
- Upper-intermediate level of French.
- Stable job position.
- Flexible working hours.
- Day off on your birthday.
- Flexible remuneration.
- Hybrid/remote teleworking.
- Life and accident insurance.
- Subsidised health insurance.
- Continuous training.
- Possibility of internal promotion.
- Professional career plan.
- Other social benefits (loyalty trip, etc.).
To apply: https://weworkremotely.com/remote-jobs/prodevelop-customer-support-manager
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