Service Experience Manager
Support
Service Experience Manager
Szczecin
Type of work
Undetermined
Experience
Mid
Employment Type
Permanent
Operating mode
Office
Tech stack
Customer Support
English
Web Application Development
Ticketing systems
Agile
Job description
Online interview
Squiz delivers amazing customer experiences with CMS, CRM, Marketing Automation, and Search and Innovation technology. We provide enterprise level solutions to the corporate, government, educational, not for profit and cultural sectors worldwide. Our goal is to empower our customers by providing the platform, tools and confidence needed to thrive in a digital first world. All incoming tickets and phone calls are managed within contractual obligations.
As a Service Experience Manager you will be a trusted advisor to our customers ensuring the success of their environment. You will drive operational excellence via working closely with Squiz teams and be responsible for assisting customers on their transformational journey while helping them achieve business value and ROI from their investment, resulting in increased value, retention, and customer satisfaction.
Your key responsibilities will include:
- Act as the Voice of the Customer within the organization for our strategic clients located in the Northern Hemisphere
- Drive operational excellence via working closely with Squiz teams as a subject matter expert
- Act as a point of escalation for nominated customer portfolio as needed
- Work in parallel our Squads, Customer Success, Product, and Services teams
- Regularly reviewing customer feedback and planning improvements based on it
- Collaborate with Squads across different time zones to ensure OLAs / SLAs are met
REQUIREMENTS:
You will have:
- 2 - 3 years of experience in a Customer Support Manager role or similar
- Strong customer focus
- Background in Project Delivery, Service Delivery or Customer Facing roles in a SaaS based or a web / digital environment
- Demonstrated experience in critical-thinking, teamwork, time-management, communicative, and stellar interpersonal skills
- Understanding of Web Application Development concepts
- An ability to be well organized, flexible, proactive and detail orientated
- Technical understanding of hosting and web architecture concepts
- Experience managing ticketing systems and workflows is a must
- Agile methodology exposure
- Strong Polish and English communication skills (at least C1 level) to support our global customer base
BENEFITS:
You will have flexibility as to where and how you work every day. We want you to be able to work in a way that drives productivity, efficiency and outcomes; along with connection and collaboration
Squiz is for everyone, we celebrate diversity. Your age, gender, religion, skin colour or sex life won’t make a difference here.
If you’re smart and good at what you do, come as you are.
Our benefits include:
- Employment contract or B2B contract (full-time) - you choose·
- Flexible working hours·
- You choose when to work remotely or feel like an office collaboration day·
- 30 days of paid leave, regardless of the length of service·
- PLN 1000 annual wellbeing bonus·
- Free English classes·
- Private medical care package (Medicover), group insurance·
- Free lunch and locally roasted coffee at the office·
- A spacious loft office with a place to socialise and relax·
- Private, free parking
Please Note:
In order for us to be able to process your CV safely, please include the following clause: I consent to the processing of my personal data for the purposes of the recruitment process in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of individuals with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46 / EC (GDPR).
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