Job Description

What would you do?

As a Support Manager, you have the mission to make Instaleap Support the best SaaS Support in the world! If you are passionate about services and have experience leading teams that deliver value to customers, this opportunity is for you.

• Responsible for properly delivering the support service, and ensuring the agreements established with our customers.

• Stabilize, Monitor, and Ensure the objectives and goals of the Support team.

• Ensure that the support team has the performance, tools, and work environment necessary for the proper delivery of the service.

• Create, Execute Strategies oriented to service improvement.

• Innovate solutions, and alternatives focused on providing the best SaaS support service in the world.

• Maintain constant communication with Product and Engineering, ensuring response times and requirements resolution.

• Lead the Support team, supporting the growth and career plan of the people.

• To be up to date with global support standards and to bring constant benchmarking.

• To quickly adapt to the needs of the business and the clients.
  

🙌🏼 Your experience has been shaped by

• Almost 5 years leading services areas.

• Knowledge in ITIL or process creation.

• Having executed innovation projects

• Leading teams of at least 10 people.

Nice to Have

• Jira Knowledge

• IA Support Agent background

• SaaS Support Experience

🚀 Your SuperPowers

• High customer service focus.

• Passion for leadership and innovation

• Customer-centric thinking

• Strategy and resilience

• Problem solving

• English C1

🪄 What we bring to the table

• 🌎 Hybrid Work: Work together as a team.

• 👩🏿‍💻 Flexible hours: We trust your work and skills.

• 🏖️ Additional days off to vacations.

• 🎂 Half day off on your birthday.

• 📚 Access to Educational Budget.

• 💻 Workstation Paid BYOD or company-provided machine. Different options to satisfy your palate.

• 🏥 Health insurance: Get the attention and care that you deserve. Available in some countries.