Customer Support Team Manager
Planday, Denmark
Job Description
In Planday, our vision is to power the global workforce marketplace by connecting people to relevant and meaningful work, and to help businesses build an engaged, high performing and flexible workforce.
2021 is a year to remember for Planday. We became part of the Xero family, joining forces with one of the biggest cloud-based accounting software platforms globally. Aligned with Xero’s passion for businesses, people, and growth, we are working together to build a strong launchpad for businesses and employees to manage their time and reach their joint potential in life and at work - helping save time and money, to focus on the things that really matter.
As part of our growth journey, we are now looking for a new colleague to join as a?Team Manager for our Customer Support Team.
Our Customer Support team holds a crucial role within our customer journey, as the team is responsible for providing the best experience to our customers when they reach for support in all our support channels. As our new Team Manager, you would be reporting directly into our Director of Customer Support and be?responsible for a team of currently 9 Support Consultants?for our Nordic Region.
As our Support Team Manager, your tasks will include:
- Providing?leadership and technical guidance to the team of Support Consultants
- Hiring, training and developing?direct team members
- Set clear goals and directions, and provide regular feedback on team member’s performance
- Working towards customer-centric goals like?Customer Satisfaction (CSAT), Net Promoter Score (NPS), Internal Quality Score, Resolution Time
- Partner with the leadership team to be an active voice advocating for product stability and incredible user experience
- Partner with our Operations team to identify key areas of efficiency to optimize for team capacity
- Transmit and foster our values, serving as a Planday champion and promoting our culture
Requirements
As our ideal candidate for this position, you?thrive in an open, fast-paced environment?and have a great passion for?leading and building high-performing teams.
Additionally, you should:
- Have?2+ years of experience leading a similar-sized team?(ideally in a fast-growing SaaS company)
- Have strong operational background and a track-record of making data driven decisions
- Have the skill and credibility doing the core work of a customer-facing team
- Speak both?English and a Nordic language (Danish, Swedish, Norwegian) fluently
- Possess?excellent project- and time-management skills
- Have?experience in creating and developing internal work processes
It is considered beneficial if you are familiar with?systems like JIRA, Salesforce and Trello?(or any other task-management tools).
Benefits
Planday is developing further, and so is our customer base. Therefore, this role will provide you with lots of?opportunity to grow and develop your skills?within leadership and team management.
Additionally, you will have the chance to?travel occasionally to other Planday offices?to connect with your team (in accordance to respective Covid-19 guidelines).
You will be located in our beautiful Copenhagen headquarters. Our office is not just a workplace. We strive to create an open, warm and welcoming home where we empower, uplift and connect with each other every day. At Planday, everyone has the freedom, space and support to be their true, authentic selves, allowing us to simply thrive together
If you are looking to join a high-energy SaaS Scale-up with a dynamic team of motivated colleagues, this is just the role for you.
We are looking forward to hearing from you!