Support Manager

Are you looking to join a highly ambitious, international company with 70 % growth in the software industry?Do you want to work with a market-leading product, created by highly dedicated and committed entrepreneurs? Are you looking for a company that will invest time in your development, support your professional growth and listen to your ideas?

If the answer is yes to the above, you might be the person we are looking for to join our world-class team! We are a successful, market leading, international company with driven and skilled employees. A team you want to work and develop in,playing a crucial part in shaping the market for PIM/PXM and digital transformation.


The Support Team and role


inRiver Support team supports Customers and Partners with technical and non-technical issues and we are looking for a customer obsessed and result oriented leader to build and manage the inRiver Support Team.

The role is to provide cross-regional leadership, increase support quality, act as the voice of the support organization internally and be the first point of escalation within the Region. Improve the support business by identifying problems preventing us from meeting our goals, involve stakeholders to find root causes, drive and implement solutions as well as report on progress and outcomes.

This role is all about proactively eliminating problems or improving current methods of operations by studying operating targets, processes, team performance and industry trends.

We are looking for a structured and results-oriented person, you havegreat verbal communication skills and a decisive streak,acts accordingly on them.

Responsibilities:

- Manage the Support Delivery within the region

- Ensure staffing needs, expertise, technical knowledge and availabilityare maintained and developed

- Be first point of contact for escalations for the region

- Prioritize and balance work load and queue management

- Define, manage and improve ticket management processes

- Liaise with Senior Management - within inRiver and external customers

- Set goals, measure, follow-up and report on Support performance

- Ensure alignment with inRiver’s and Services values and goals

Your profile

- Strong communication and customer interaction skills

- 8-10 years’ professional working experience

- +5 years’ experience in customer facing roles

- +3 years’ experience of leading teams

- Proven track record of problem solving and process development
- Excellent written and verbal communication skills in English

We also want you to live our core values:


- We act responsibly
- We have fun while winning
- We take action
- We simplify
- We are trustworthy

- No one is as smart as all of us

Varaktighet Tillsvidare
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