Customer Support Manager

About the Role:

• Lead and scale the frontline (L1) support function, ensuring fast, empathetic, and high-quality customer experiences.
• Transform support into a strategic function by turning customer interactions into actionable insights for product and engineering.
• Act as escalation point for critical issues and provide ad hoc support outside usual hours.

Key Responsibilities:

• Own day-to-day support operations, driving KPIs like CSAT, resolution time, and first contact resolution.
• Build and maintain a structured knowledge base and self-serve support experience.
• Analyze support data to identify recurring issues and partner with teams to reduce support volume.

Your Background:

• 6–10+ years in customer support, service desk, or customer success in SaaS or tech environments.
• Proven experience managing frontline (L1) support teams and improving support KPIs.
• Strong familiarity with digital advertising, creative workflows, or performance marketing.

Benefits:

• 25 days PTO plus public holidays, with a flexible time off scheme.
• Health insurance and private medical cover.
• Monthly stipend for wellness, fitness, and learning; remote work from anywhere in your home country.