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Join Cenosco as a Customer Support Manager!
Play a key role in leading our support team, optimizing processes, and enhancing customer satisfaction. You'll oversee a team of Support Engineers, ensuring smooth operations, clear communication, and continuous improvement in service quality.
In this role, you'll streamline workflows, collaborate across departments, and ensure that customer insights drive key business decisions. If you have a background in software and support, strong leadership skills, and a passion for delivering exceptional customer experiences, we’d love to hear from you!
WHAT You'll do
- Lead and manage a team of Support Engineers, ensuring high performance and professional growth
- Oversee customer-facing support operations, driving efficiency and customer satisfaction
- Monitor and track team performance daily, ensuring timely resolution of customer issues
- Lead support cadence, from daily calls to triage, assignment, and closure of customer support cases
- Optimize SLA performance, conducting audits and implementing improvements to meet service commitments
- Collaborate with customers to understand pain points and enhance the support experience
- Continuously refine processes and workflows to improve efficiency and effectiveness
WHAT You'll Need
- 7+ years of experience in customer support or service management, with at least 3 years in a leadership role
- Proven track record of improving customer support in a B2B environment (non-telecom)
- Hands-on leader with a proactive mindset, ready to dive into challenges and lead by example
- Technical background in engineering or computer science
- Strong knowledge of ITIL or similar frameworks
- Excellent communication and problem-solving skills, with the ability to handle escalations
- Experience in organizing, optimizing, and scaling support operations
- Detail-oriented, customer-focused, and goal-driven, with the ability to manage multiple priorities
Bonus Points for
- Knowledge of Oil & Gas domain
- Product SaaS professional experience
- Experience in training and mentoring
Why You’ll Love Working with Us
- Work in a fast-growing and interesting industry
- Flexible work that best fits your needs and your role
- Competitive compensation with some nice additional perks
- Top-notch offices and equipment
- Continuous improvement and learning opportunities to grow your career
- Team activities, not the usual ones just to look nice on social media but what our team choose and ask for
- A great team of engaged, passionate and helpful people