Customer Support Manager at Prezi in Europe (Remote)

Job Position:  Customer Support Manager

We’re looking for a Customer Support Manager who’s passionate about people, problem-solving, and building an exceptional customer experience. In this role, you’ll lead a team of support specialists, championing their growth while ensuring customers receive top-tier support. You’ll collaborate across teams, using customer insights to shape our service strategy and keep our team aligned with company goals.

Job Responsibility

Lead and Grow an Amazing Support Team

• Manage and coach small diverse high performing team
• Foster a positive, collaborative culture that reflects Prezi’s values.
• Host regular check-ins, deliver feedback, and support career growth.
• Manage team schedules and shift rotations, ensuring smooth operations.

Champion a Great Customer Experience

• Ensure outstanding service across all support channels (tickets, chat, phone).
• Serve as the “Voice of the Customer” in key meetings and initiatives.
• Analyze customer feedback to spot trends and implement improvements.
• Identify ways to enhance workflows and explore new tools (including AI) to streamline processes.

Collaborate and Drive Improvements

• Partner with Product, Operations, and other teams to align goals and enhance support services.
• Contribute to projects that improve support tools and service capabilities.
• Share insights and data-driven recommendations to improve customer outcomes.

Track and Optimize Team Performance

• Monitor key performance metrics and use insights to refine strategies.
• Identify and address inefficiencies, driving continuous improvement.

Job Qualifications

• 3+ years of customer support experience (SaaS/tech industry preferred).
• 2+ years in people management with a focus on coaching and team growth.
• Excellent communication and collaboration skills.
• Strong analytical skills and experience with support tools like Zendesk.
• Passion for customer-centric service and staying up-to-date with the latest trends, including AI innovations.

Nice to Have:

• Experience managing remote or global teams.
• A proven ability to navigate change and drive innovation.

Job Benefits

• A fully remote-first environment with teammates in 15+ countries.
• Flexible time off for work-life balance.
• Wellness benefits like gym perk, mental health support, and sabbatical leave.
• Stock options so you can grow with us.
• Remote perks to support your home work environment

How to Apply

• Identify the qualification needed
• Click Apply Now

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