Customer Support Senior Manager

Join Youtrust, a European Digital Trust provider, as a Customer Support Senior Manager. In this role, you will define the vision for Customer Support, manage the external provider, monitor performance and KPIs, drive operational excellence and continuous improvement, oversee support offers and channel strategy, provide functional management, and manage escalations and service quality. You will have at least 4 years of experience in customer support or operations, proven experience managing external providers, and experience in a SaaS or technology environment.

Act as the main point of contact for the support provider, define performance objectives, and manage the partner’s operational governance across all channels and service levels.

Responsibilities

• Define, monitor, and evolve the main Support performance indicators by channel, market, segment, priority, and service level, and produce analyses and recommendations for senior leadership.
• Define and evolve the processes, standards, and routines required to provide efficient and scalable Support, and lead their resolution.

Pay

EUR 70,000 - 85,000