Customer Support and Operations Manager (m/f)


Your position
We are looking for an experienced manager of customer support with experience in operations also – With a passion for solving customers’ issues and relentlessly driving internal process improvements to provide best in class support experience to our customers.
Key activities
As a manager of our customer support and operations team you will be responsible for the day to day healthy running of our customer support machine. Above all maintain best in class CSAT levels.
  • Driving excellence in ticket management
  • Ensuring best in class customer satisfaction
  • Encourage process excellence and improvement projects
  • Create and promote customer engagement of knowledge base articles
  • Lead continuous improvement projects to drive excellence in our internal processes
  • Be responsible for collaboration of internal team and tier 3 escalation
  • Be responsible for escalation management
  • Create a culture of passion for IoT technology and our platform
Knowledge & Skills Required:
  • Provide credibility by means of your technical and business education, e.g. industrial, electronics or telecommunications engineering and strong passion for IoT, M2M and Telecom products and markets.
  • 5 years management experience
  • Project Management experience
  • Proven track record in managing and promoting growth within team members
  • Outstanding communication and inter-personal skills facing a variety of customer personas, sometimes pro-actively, sometimes listening first, however always with a commercial, service-oriented mindset.
  • Understanding of cloud and SaaS business models, you enjoy communicating with a technical audience.
  • Analytical and KPI-driven mindset, with the ability to create clear concise management reports with aligned improvement initiatives
  • Excellent oral and written skills in English are a must. Along with an additional language aligned to one of our growth markets
  • Lean 6 sigma would be a plus
Why EMnify?
With you, as part of our team, we want to expand our success globally and inspire businesses and developers with our innovative product. You’ll be at the forefront of the global technological revolution of IoT. Some benefits you'll get at EMnify:
  • A flat hierarchy, direct and open communication culture
  • Challenging tasks in a dynamic and international environment (25+ nationalities)
  • Great central location in the heart of Makati
  • Regular team events

Jobs at EMnify

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