Customer Support Manager

This role is for a Customer Support Manager leading and managing a technical support team, focusing on customer service, incident resolution, and performance analysis in a technological environment.

Location: Valencia

Responsibilities

• 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.

Requirements

• 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.

Benefits

• 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.).