Support Manager

Are you ready to make an impact? Join us at Corporater and be part of a company that values excellence and innovation. Apply today!

Corporater AS is seeking a skilled and customer-focused Support Manager to lead a global support team and guide the transition from standard business-hour coverage to 24/7/365 service delivery. The Support Manager will be responsible for refining day-to-day support operations, building and managing a team of support specialists across different regions, and fostering a culture of excellence and continuous improvement.

Responsibilities:

Team Leadership and Development:

• Lead, mentor, and motivate the support team to meet and exceed performance objectives.
• Recruit, train, and develop team members, ensuring they possess the skills required to support Corporater’s software solutions worldwide.
• Conduct regular performance evaluations.
• Provide constructive feedback and identify growth opportunities.

Customer Support Operations:

• Oversee daily support operations, ensuring timely resolution of customer issues.
• Establish and enforce service level agreements (SLAs) and key performance indicators (KPIs).
• Manage escalations and ensure customer satisfaction by resolving critical issues promptly.
• Regularly visit regional support locations, including India, Europe, and the Middle East.

Process Improvement:

• Develop and implement processes to improve support efficiency and quality.
• Monitor and analyze support metrics to identify areas for improvement.
• Collaborate with other departments, such as product development and sales, to address customer feedback.

Technology and Knowledge Management:

• Maintain and update the support knowledge base, ensuring it is comprehensive and accessible.
• Utilize support tools and technologies to streamline workflows and enhance the customer experience.

Customer Advocacy:

• Act as a voice for the customer within the organization, ensuring their needs are considered in product development and service delivery.
• Drive initiatives to enhance customer engagement and loyalty.

Qualifications:

• Bachelor’s degree in computer science, business administration, or a related field.
• 5+ years of experience in customer support, with at least 2 years in a leadership role.
• Proven ability to lead and develop high-performing teams.
• Excellent problem-solving, communication, and interpersonal skills.
• Experience / familiarity with support tools such as ITSM tools, ticketing systems, and analytics platforms.
• Knowledge in best practice framework such as ITIL v4.
• Strong project management skills with the ability to manage multiple customer accounts simultaneously.
• Fluent in Norwegian and English on a professional level; other languages are not a must but an added benefit.
• Analytical mindset with the ability to interpret data and metrics to drive customer success.
• Self-motivated, proactive, and able to work independently or as part of a team.

Location:

Kontorveien 15, Stavanger.

Ready to join us?

Please apply via the finn.no portal on this page with your updated CV including your contact details.

Questions or need more information?

Feel free to contact us regarding the position:

• Ola Hausken, Chief Customer Officer, at +47 415 34 042
• Frank-Arild Normanseth, Director Talent Acquisition, at +47 905 15 239

Important Note:

• At Corporater, we handle all our global recruitment in-house and do not accept offers or candidates/CVs from external agencies.
• As a candidate, you must have a valid working visa for Norway. Corporater does not sponsor visas.
• Final candidates may be asked to consent to a background check and disclose any ties to high-risk or sanctioned countries.