Technical Support Manager

5 days ago

Helsinki, Uusimaa, Finland LeadDesk Full time

Ready to Lead, Optimize, and Innovate Technical Support at LeadDesk?

Nice to meet you I'm Laura, a Talent Acquisition Specialist at LeadDesk. Together with Saija Pouru, VP of Operations, we're strengthening our Technical Support team in Helsinki.

It means we need your help and can't wait to welcome the new Technical Support Manager.

As a Technical Support Manager, you will be responsible for leading a team of technical support specialists, ensuring they deliver top-tier customer service. This role requires a strong technical background, great leadership skills, and the ability to navigate a fast-paced, customer-centric workplace.

What's in it for you

  • Directly influence the efficiency and quality of our customer support operations and customer satisfaction.
  • Lead two international teams consisting of team leads, centralized 1st line solution specialists and more technical system specialists/service operators working in Helsinki and Östersund. In addition, you will lead the work of our technical support specialists working in sales offices across Europe.
  • Collaborate closely across the organization with cross-functional teams, including sales, customer success, product development and site reliability engineering to drive continuous improvements and fast issue resolution.
  • Opportunity to enhance your leadership and problem-solving skills while advancing your career in a dynamic and fast-paced environment.
  • Flexible office hours and a hybrid work model: You work mainly with the centralized support team at the Helsinki HQ office with an option to work remotely 1-2 days per week.
  • Be part of a publicly listed software company that develops its own business critical solutions to 2000+ clients and is committed to innovation.
  • Experience a truly international work environment, collaborating with talented colleagues from 27 nationalities across 8 countries in a multicultural and diverse setting.

Key responsibilities as a Technical Support Manager at LeadDesk

  • Ensure that we meet our support KPIs (response times, resolution rates, CSAT) and implement development initiatives for continuous improvement.
  • Lead, mentor, and manage a team of technical support specialists to ensure high performance, collaboration, and customer satisfaction.
  • Drive issue resolution by working closely with sales, customer success, product and engineering teams in a matrix environment.
  • Serve as an escalation point for complex customer issues, providing hands-on problem-solving assistance.
  • Develop and refine support processes, ensuring efficiency, scalability, and alignment with business goals.
  • Foster a culture of customer-first thinking, ownership, and problem-solving.

What success looks like in this role

First 3 months

  • Support KPIs on Track: Ensure response times, resolution rates, and CSAT scores meet or exceed current company benchmarks.
  • Team Leadership Established: Build relationships with the technical support team, understand individual strengths and areas for growth, and establish regular coaching and feedback sessions.
  • Cross-Functional Collaboration Initiated: Build great cooperation with closest stakeholders in sales, customer success, product, and engineering teams.
  • Initial Process Evaluation: Identify inefficiencies in current support workflows and propose at least one key process improvement initiative.

First 6-12 months

  • Team Growth & Development: Implement a training and development program for support specialists.
  • Customer-Centric Initiatives Launched: Identify and introduce proactive support measures, such as streamlining of processes, improved documentation, knowledge bases, or automated troubleshooting.
  • Enhanced Escalation & Resolution Speed: Streamline and improve current escalation policies to achieve faster resolution rates.
  • Stronger Collaboration with Product & Engineering: Establish a structured feedback loop where support insights drive product and engineering decisions, ensuring at least one impactful product enhancement is implemented based on support data.

This is where the match happens

Must-haves

  • Technical Expertise: Strong understanding of software systems, troubleshooting methodologies, and support best practices. 3-5 years of experience in working in technical support in a software company.
  • Leadership experience: Minimum of 3 years of experience in managing and developing technical support teams.
  • Customer-Centric Mindset: Passion for delivering exceptional customer experiences and resolving complex issues.
  • Problem-Solving Ability: Analytical and strategic thinker who thrives in a high-pressure, fast-paced setting.
  • Bachelor's or Master's degree in Business Administration, Management, Information Technology, or a related field.
  • Communication Skills: Excellent verbal and written communication skills in English, with the ability to engage both technical and non-technical stakeholders.

Nice-to-haves

  • Experience in SaaS companies, working in B2B and/or business critical software.
  • Experience in working with global teams in a multicultural environment or a matrix organization.
  • Knowledge of cloud computing, APIs, databases, or other relevant technical domains.
  • Additional language skills in Finnish, Swedish, Norwegian, Danish, Spanish, Dutch or German.

Practicalities

  • Your location: Helsinki
  • Work permit in Finland is required.
  • Start date: As soon as possible.
  • Work model: Hybrid.
  • Employment: Full-time and permanent.
  • Compensation: EUR 5500-6500 per month + EUR 12000 BSC target per annum (bonus payout cycle quarterly).

What's next

We can't wait to meet you Apply today or latest on April 13th. Please note that we process applications and proceed with recruitment for suitable candidates during the application period, so please act quickly.

For more information, please reach out to Laura from the Talent team by email: laura.honkanen (at) leaddesk.com.

LeadDesk briefly

At LeadDesk, our purpose is to simplify human connections between organisations and people across Europe. Every year, our AI-powered platform connects more than 500 million customers with call center agents.

When it comes to our employees, we believe that each of us is a Leader. Someone with a lot of ambition, drive, and readiness to take (and receive) ownership from day 1.

We welcome people from all backgrounds and walks of life, which is reflected in our diverse community of Leaders. As an employer, we're committed to providing equal opportunity for all employees and applicants.

#J-18808-Ljbffr

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