Customer Support Manager - Europe

Dublin / Lisbon / Madrid / Northern Europe / Warsaw / Bucharest / Budapest / Athens

Services – Support /

Remote /

Remote

Lead, motivate, and mentor the EMEA Customer Care Team to achieve performance targets and deliver exceptional customer service.
Conduct regular team meetings, performance reviews and provide feedback to ensure continuous professional growth and achievement of Individual and business objectives/KPIs
Be a business leader within Swapcard, making decisions that are consistent with business objectives and determining short/long term strategies to achieve the necessary impact
Monitor Support processes looking for opportunities for their optimization
Collaborate with other departments on shared projects, balancing the needs of the Support team with the overall business goals, contributing to the company's success and growth
Effective resource management within the team ensuring a fair & balanced workload continuously, particularly across peak seasons
Identify skill gaps and provide relevant training to the team

Minimum of 2 years of managerial experience with a focus on coaching and developing teams
Prior experience in leading frontline customer support in a SaaS or digitally native business
Customer experience fanatic with a keen eye for improvements
Collaborative with the ability to work autonomously, experienced with working within a global team
Fluent in English, any other language would be appreciated!
Tech-savvy with knowledge of customer service tools and ticketing systems.
A make-it-happen mindset, excited and ready to roll up your sleeves whilst keeping longer-term team implications and goals a priority.
Highly empathetic and emotionally intelligent driven by a passionate and curious work ethic.
BONUS: is passionate about utilising AI to improve process, efficiency and enhance customer experience.