Customer Support Manager (Europe)

Telecommute · Support · SUP

Description

At Vero, we help customer-focused teams use real-time data to send high quality email messages.

We enable engineers and marketers to work together to track, store and organise their data and workflows to power more useful email campaigns. We've tracked over six billion actions for more than five hundred million end-users and we're growing quickly.


About the role

Great Customer Support is crucial and something we take seriously at Vero. We're looking for a Customer Support Manager to join our team and own our Support Process, working with our Support Engineers and engaging directly with Vero's customers, large and small.

Our customers regularly praise our Customer Support as one of the areas Vero excels above not only the competition but all other support interactions they have online.

You will work closely with our Head of Customer Success, taking over the day-to-day responsibilities of running our help desk, community chat (in Slack) and really own the "voice of the customer". You'll be responsible for answering tickets, prioritising requests as they come in and going above and beyond to help resolve any issue great or small for our customers.

You'll have a keen eye for larger trends and share valuable insights from customer conversations that inform product decisions and improvements.


Responsibilities

About you

You are excited to be working on the front line, directly with our customers. You have integrity, believe in values-based decisions and always strive to do the right thing by Vero's customers. You are humble and listen to customers, taking on board their advice and input.

To deliver the fast, thorough and personal support our customers expect (and deserve), you need to have a good instinct for prioritising requests and approach each customer with a a deep level of empathy.

You enjoy working in a lean team, co-ordinating with multiple stakeholders across the business. Challenges excite you and you get satisfaction from rising to meet them. You feel confident in making decisions and working autonomously (once you understand the context and values Vero holds).

You have a knack for learning technical language and making it understandable.

Requirements

Benefits

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