We invite Support Manager to FrodX, who will strengthen our team.
Permanent employment
Flexible working hours
Guaranteed personal and professional development
01
More about the open position:
Description:
Support Manager is responsible for the support process, customer satisfaction, monitoring the support department's KPIs, results and staff development in his/her team. She is actively involved in setting up new processes.
He optimizes the work of the support team, acting as a link between FrodX's implementation teams - project managers and the martech (HubSpot, Emarsys), CRM (Dynamics), data (PowerBI) and developer teams.
02
Your daily life will be coloured by tasks such as:
Responsibilities:
- Coordinating the work of the support team: assigning tasks, supervising work, evaluating performance, and ensuring training and development of team members.
- Monitoring and ensuring that agreed service levels (SLAs) are met: etting and monitoring key performance indicators (KPIs) and taking action to improve service quality and efficiency.
- Participating in the strategic planning of the support department: setting objectives, developing long-term plans, improving processes and introducing new technologies to improve the service.
- Establishing and maintaining effective communication with customers: understanding their needs, responding to feedback, resolving complaints and ensuring high levels of customer satisfaction.
- Working with other departments: coordinating tasks, sharing information, solving common challenges and providing comprehensive customer support.
- Managing incidents and escalations effectively: responding quickly and organising urgent actions to resolve them.
- Knowledge development and training: providing and promoting mentoring, monitoring industry trends, promoting learning and innovation, and organising training.
- Order intake and bid preparation for small service requests: processing of customer service requests and preparation of quotations, work estimates, invoices.
- Managing and monitoring the financial aspects of support activities and ensuring transparency and accuracy in the preparation of invoices for services provided by the support team to clients.
03
You will thrive in this position if you have ...
You will thrive in this position if you have ...
Requirements:
- Experience working in a multi-technology environment (IT, agencies, etc.).
- Experience in setting up business processes, team building.
- Communicating with the client and aligning expectations.
- Preparing offers, contracts and invoicing.
- Knowledge of analytical tools and skills in data preparation, processing and analysis.
04
You will stand out if:
Bonus points:
- You have knowledge of B2B processes.
- You have knowledge of marketing (HubSpot, Emarsys, etc.) and/or CRM (Dynamics) tools.
- You know how to connect and motivate a team.
- A dynamic environment energizes you.
05
What we offer?
Benefits at Frodx:
- Competitive salary.
- Permanent employment
with a probation period of 6 months. - Work in a young working environment.
- Interesting and challenging projects.
- Flexible working hours
and the possibility to work remotely. - Continuous training
and exposure to new technologies. - A curious, ambitious, and committed team.
Our long-term colleagues will be able to tell you that, in fact, the most valuable thing is that you will work in a team of people who form friendships that are not only tied to a common employer.
You will hear that at FrodX you will be working on projects for ambitious clients who want a breakthrough in the market and are pioneers within the industry just as FrodX is a pioneer in their business.
If you see yourself among us, introduce yourself to us at the link below.
We can't wait to meet you!
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