VP Support
PM
VP Support
Kraków
Type of work
Undetermined
Experience
Senior
Employment Type
Permanent
Operating mode
Office
Tech stack
HTML
CSS
JavaScript
PHP
Job description
Online interview
The Product Support Team is key to our success as a company. This role will be responsible for leading the Product support team with the goal of structuring, enabling, running, and evolving the team.
Key responsibilities:
- Lead and prioritize the Product Support team’s workload in a scalable and self-organizing way, support the team in everyday activities including hands-on with issues to help offload the team.
- Ensure performance and quality management processes to the team’s activities are followed, by ensuring that support methods, procedures, policies, and tools are robust, tested, of high quality, compliant, and fit for the purpose. E.g. ensure our tools and procedures meet GDPR requirements.
- Build and maintain effective and scalable triaging and prioritization policies and procedures and manage escalation routines.
- Recommend process improvements or changes, as appropriate to optimize efficiency and the customer experience.
- Interfacing between the company and our customers and partners
- You will communicate extensively with our other internal teams, like sales and partner management, customer success, professional services, product management, and engineering teams. Interact effectively with other company leaders and teams to collectively meet business goals and growth objectives.
- Ensure strong communication and operational efficiencies among the global Support team members and offices while instilling a customer-first mindset.
- Be involved in creating, implementing and managing cross-functional processes and communication paths to ensure a customer-centric focus in solving product and product-related issues
- Manage training and enablement activities for the team. Both onboarding for new team members and evolving existing team members.
- Handle team administration, champion team activities and help build a high performing and customer-centric team culture • Define and continually refine the roles and responsibilities within the support and ensure communication across the organization to align on expectations of the support team
- Help evolve the company strategy and break down company strategy and objectives into team strategy and objectives and turn this into effective execution for the Product Support team.
Required skills:
- Bachelor’s degree in Computer Science or related field or equivalent experience
- Minimum of 5 years experience in a hands-on product- or customer support team
- Minimum of 3 years’ prior executive leadership experience in the product- or customer support, or other related domains.
- Know-how of long-term commercial software projects, including familiarity with development and release processes and workflows.
- Knowledge of GDPR, DPAs, and other compliance frameworks.
- Highly developed strategic skills and mindset
- Willingness to travel. This role will manage a distributed Product Support team located in various countries in Europe, with possible expansion into US or Asia in the future. The core team is located in Krakow and Katowice, Poland.
Benefits:
- Multisport,
- Non-corporate style
- Medical insurance
- Insurance
- Possibility to take a part in IT conferences
- Creativity tax
- Modern office in the City Center of Krakow
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