Support Manager

The Technical Support Manager is responsible for the day-to-day operations of a team of technical support engineers. You will be a trusted adviser to your team, and a calm, empathetic escalation contact for Ninja partners. In this role, you will model excellence and empathy; empowering your team to provide transformative experiences for our partners. This includes managing issue escalations by working with cross-functional teams to find timely resolution to customer-reported issues, as well as consistently reviewing and improving the team's internal processes. The ideal candidate is a passionate people-manager, eager to help all reports establish goals & objectives to ensure both employee development and company goals. Location - Berlin/Germany What You'll be Doing

• Cultivate a high-performance, best-in-class, customer-centric support team ensuring targeted service and performance standards are achieved and exceeded while maintaining a high level of positive motivation (i.e. keep it fun!)
• Drive team education, training, and development initiatives using existing and future resources.
• Review support ticket quality and ensure ticket handling processes are followed correctly. Coach and provide performance feedback as needed.
• Drive day-to-day planning and execution of team objectives set by senior leadership.
• Serve as a resource for the team on policies and procedures. Continuously analyze existing processes and procedures looking for ways to improve the customer and team experience.
• Monitor team statistics to acknowledge achievements or to coach for improvement.
• Maintain weekly, monthly, quarterly metrics on team performance; monitor team metrics to celebrate success and coach for improvement.
• Identify trends in new and current tickets and raise awareness early to appropriate parties.
• Communicate with senior leadership with regards to needs to accomplish the goals above
• Guide and direct team leads.
• Perform other duties as assigned.

Do you have experience in macOS?, Do you have a Bachelor's degree?, * 5+ years' building and managing customer support teams, preferably in the SaaS space.

• 5+ years' technical service, IT, hardware, and software service experience
• Ability to operate at a high pace with an intense focus on creating transformational experiences for customers and employees.
• Organized and detail-oriented while looking at the big picture.
• Adept at communicating complex issues to all skill levels.
• Intuitive with leading by being inclusive and engaging with others with diverse and different backgrounds and expertise.
• Motivator: high energy and action-oriented with a passion for getting things done in complex environments
• Experience with Zendesk, Salesforce, and/or other ticketing platform(s) required.
• Strong knowledge of Windows, Linux, and MacOS environments preferred.
• Bachelor's degree in computer science or related field preferred #LI-WW1 #LI-Remote #BI-Remote