Customer Support Manager

Mentimeter's vision is to transform presentations and meetings into fun and interactive experiences by making it easy to listen and to be heard. We believe in giving everyone a voice to create meaningful engagement. We are building a modern, friendly, and diverse product-first tech company based in Stockholm and we would love for you to join us!
About the team
The Customer Support Team is a small but integral part of the Mentimeter organization, delivering world-class support to customers all over the globe. We sit in a centralized department and work closely with the sales, marketing, and product departments to ensure our customer’s voices are heard at all levels of the organization.
We provide specialized chat and email support to around 6k customers per month. We gather colleagues from different departments to share insights in the form of a monthly User Voice Forum and work with other teams on cross-functional projects. We work with automation and other proactive communication methods to scale our support efforts and data collection.
The team is based in Stockholm with a smaller branch in the Toronto office and consists of eight full-time members and four part-time consultants.
About the role
In this new Support Manager role, you will be working closely with five full-time direct reports to deliver on the team KPIs and drive initiatives that focus on improving the customer experience. You will also be responsible for executing the team roadmap while our Team Lead is on parental leave (until Spring 2023) by engaging with various stakeholders from other departments to align with the overall company strategy. After the parental leave period, you will continue to be an essential part of the team managing a branch of the support team, working with your direct reports, steering projects and other initiatives that support Mentimeter’s growth.
We are looking for people from all backgrounds who want the opportunity to help bring new perspectives to our team and challenge the idea of traditional customer support.
We believe that you have:
2+ years work experience in a team lead role: mentoring, professional development, coaching, recruiting, and onboarding
5+ years experience working with customers and can handle the toughest of escalations
Excellent communication and problem-solving skills and thrive in an energetic environment where change is the norm
Previous work experience as a hiring manager
High technical competence and comfortable with CRM tech stacks



Bonus points if:
You have worked within SaaS previously



About Mentimeter
Our vision is to transform presentations, meetings and lectures by turning passive audiences into engaged contributors. We make this possible through our interactive presentation platform where the traditional presentation monologue becomes an inclusive dialogue. We believe in the power of together and that the most successful leaders listen to be heard.
With Mentimeter, users become the best presenter they can be. Meetings become more productive, participants learn more and have fun whilst doing it.
We have more than 200 million users and customers in over 200 countries. On our way to making the world a better place, one presentation at a time.