Customer Support Manager

MeetingPackage is a software company that improves the Meetings & Events booking process for hotels and venues. They are seeking a Customer Support Manager to lead and develop their Customer Support function, ensuring high-quality service and continuous improvement in customer experiences.

Responsibilities:

• Build and shape our Customer Support function
• Ensure high-quality support for customers
• Develop processes, tools, and best practices
• Lead day-to-day operations of the support team
• Coach and coordinate the team
• Work closely with product, customer success, implementations, sales, and tech teams
• Continuously improve the customer journey
• Handle support tickets initially
• Drive continuous improvements and proactively resolve underlying issues

Requirements:

• Have solid experience in customer support, and at least a few years of experience in people leadership
• Have been working with SaaS software before
• Are skilled at bringing structure to chaos
• Have a deep knowledge in ticketing solutions
• Are able to build rapport and credibility with customers
• Are comfortable with AI and have been using it in your work
• Enjoy working in a diverse environment where ownership, trust, and collaboration are expected from everyone
• Embrace and contribute to our core company values—Transparency, Ownership, Teamwork, Ambition, and Laughter—that guide us daily
• Communicate fluently in English, both written and spoken
• Are based in Europe with a valid work permit