Customer Support Manager

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