Customer Support Operations Manager - Jobs in Madrid, SK

Job Description

Contentsquare is a global digital analytics company empowering the brands you interact with every day to build better online experiences for all. Since our founding in France in 2012, we have grown to be a truly global and distributed team – known as the CSquad – representing more than 70 nationalities across the world.In 2022, we raised $600M in Series F funding, doubling our valuation to $5.6B and were recognised as a certified Great Place to Work in France, Germany, Israel, US and UK.In a nutshell:Contentsquare is looking for a Customer Support Operations Manager to help our Support team to be more productive, work more effectively, and deliver better service to our customers. The primary goal of the Contentsquare’s Customer Support Operations Manager is to create clarity and simplicity in the support environment, where support agents can do their work without being distracted or delayed by problems with tooling, processes, or logistics, and where management can understand at any given moment the main business blockers and the bottlenecks for resolution.With a critical customer service role within the Customer Support organisation, the Customer Support Operations Manager will work with different teams in the organisation including R&D, Product, Customer Success, Sales, and Marketing to drive efficiency and provide timely and accurate updates on main KPIs and OKRs.The Customer Support Operations Manager is also responsible for our overall Knowledge Management strategy, managing a small team of individuals who ensure that our content is up-to-date and meets the requirements of our internal and external customers.This position offers a great opportunity for an individual to grow their career within the growing Customer Support team. Contentsquare’s Customer Support Operations Manager should be technically skilled, love solving problems and be a creative thinker.If youre excited by the idea of being part of a rapidly growing web/app analytics company where you can grow your operational and project management skills, we want to meet you!What you will be doing:

• Define and streamline processes and workflows for support
• Evaluate support data to help assess the organisations performance
• Leverage the data to help forecast support evolution
• Build dashboards to create visibility to support management and company Executives
• Manage the Knowledge Management process and the team responsible for it
• Gather and analyse information, evaluate impacts, drive decisions accordingly
• Define and design needed tools to help make delivering support easier and better
• Work with vendors, pick tools that exist in the market ,and work with internal developers to have the best-in-class tools and metrics for the Support organisation
• Train and educate the Support team using the data at hand

What you need to succeed:

• Fluency in English is mandatory
• Deep knowledge and experience in administrating Zendesk is obligatory
• Knowledge of Jira and Salesforces integration will be a plus!
• 3+ years working experience in leading Customer Support initiatives until completion in a tech environment
• Experience in Customer Support practices and methodologies
• Experience in a people management position
• Experience in creating & writing workflow and support processes
• Strong analytical skills
• Experience in providing customer facing support to Enterprise Accounts will be a plus!
• Ability to establish and maintain strong relationships with a variety of internal stakeholders
• Experienced in working in a Software environment
• Understanding of cross-functional relationships and processes critical to driving issue resolution

Interview process:

• Phone screen with our Talent Acquisition Partner (30 mins)

- Manager interview with David - VP Customer Support (60 mins)- 2nd round interview with Hai - Sr. Technical Support Manager and James - Sr. Director of Customer Support, Americas (60 mins)- Final interview with Jill - Sr. Customer Success Operations (60 mins)

• Offer & Background Check

Start date: as soon as possibleContract type: this is a full-time permanent contractJob location preferences:

• The candidate can choose to opt for either an on-site contract (with a hybrid work schedule) or a full remote contract
• As a preference, were looking for someone to be based in either of our following offices: London (UK), Paris (France), Madrid or Barcelona (Spain), Milan (Italy), Munich (Germany), Amsterdam (the Netherlands), Tel Aviv (Israel), San Francisco or Dallas or New York City or Denver (US)
• The job is also eligible for a full remote contract in the US and within any EMEA location where Contentsquare has its legal entity or Employer of Record.

Why you should join Contentsquare:

• ️ We’re humans first. We hire dedicated people and provide them with the trust, resources and flexibility to get the job done
• ️ We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits
• ️ We are a fast growing company with a track record of success over the past 10 years, yet we operate with the agility of a startup. That means a huge chance to create an immediate and lasting impact
• ️ Our clients, partners and investors love our industry-leading product

To keep our employees happy and engaged, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are a few we want to highlight:

• ️ Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
• ️Work flexibility: hybrid and remote work policies
• ️Generous paid time-off policy (every location is different)
• ️Immediate eligibility for birthing and non-birthing parental leave
• ️Wellbeing allowance
• ️Home Office Allowance
• ️A Culture Crew in every country to coordinate regular outings such as game nights, movie nights, and happy hours
• ️Every full-time employee receives stock options, allowing them to share in the company’s success
• ️We offer many benefits in various countries - ask your recruiter for more information

Uniqueness is embedded in our DNA as one of our core values. Even if you don’t meet all of the requirements above, we encourage you to apply.Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights.Quick Apply

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