Customer Support Manager

Yubico’s mission is to create a safer internet for everyone. Our core invention, the YubiKey, a hardware-based token, revolutionized secure logins for top Internet brands, including Google and Facebook, and for millions of users in 160 countries. Collaboration and innovation are at the core of our culture, as we expand to more advanced software and services for encryption and Internet of Things (IoT). We are a multinational, fast-growing company, offering an opportunity to bring your ideas to life with our global team.


Responsibilities:
Team Manager - day to day work
Lead day to day work related to inquires/tickets/chat
Be a point of escalation for team members
Interface with other departments to ensure effective and efficient ticket response
Manage team level priorities
Own CS team level projects and initiatives
Analyse ticket load to create/update processes (both intra and cross team)
Own development of team goals and measurement
Own CS related reporting and metrics

Manage CS Staff
Manage staff performance and effectiveness
Meet regularly with staff
Provide performance related feedback, perform performance reviews and make performance related salary and bonus recommendations
Be the example and standard of conduct and behaviour for CS

Act as the voice of the customer internally
Work with other departments to ensure effective escalation processes and feedback loops
Escalate issues to relevant department heads via Head of Services and Support
Highlight process and systematic issue areas for improvement
Represent CS internally in projects and initiatives

Assist the Head of Services and Support
Propose scalable solutions to customer and internal problems
Act as a stand-in escalation point when the Head of Services and Support is unavailable



Requirements:
Must be willing to work evening hours 4 days per week
Management degree - Marketing/Communications major is an added plus
Knowledge in International Management
Excellent written and spoken English
Experience with Customer Support in the tech industry
Strong knowledge of authentication and internet security
Previous experience providing support via live chat
Knowledge of automation
Experience with training new team members
Positive, customer service oriented individual
Highly organized
Passionate and friendly
Eagerness to learn



We are an equal opportunity employer, we value diversity and uphold an inclusive environment where all people feel that they are equally respected and valued. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, gender expression, age, marital status, religion, national origin, veteran or disability status. We'd love to learn about what you can add to our diverse team.