Senior Support Manager

Do you want to help us unleash the secret to how happy employees create a happy business? We are an innovative, agile, and continuously growing modern tech company on a path to improving the work lives of millions around the world.

We develop workforce management solutions - software that makes scheduling and time reporting more smooth and more flexible for almost a million users worldwide!

We value passion, creativity, quality, and simplicity. You’ll be given the opportunity to make an impact and directly contribute to our success, bring new ideas, and have full ownership of your area.

Our global team, of more than 35 nationalities, have fun together, whether it is during a typical Swedish Fika, a workshop, going for a run with a colleague, or spending time together during the annual company Goal trip, team kickoffs, or after-work socials. We have built a collaborative and friendly atmosphere here at Quinyx and are committed to sharing knowledge and supporting one another!

Are you curious and ready to take the first steps on an awesome journey and make magic happen with us? As a member of Quinyx, you will be part of an inclusive and diverse workplace where everyone is allowed to be themselves and thrive.

About the role

As a Senior Support Manager, you will be looking after our great support team, consisting of 18+ people in the EMEA and Australia region. You will be reporting directly to our Director of Customer Experience, as an integral part of the Customer Experience management team.

You will be naturally passionate about customer experience and driven by results whilst leading a successful team, who regularly exceed their KPI’s.

With proven experience of managing customer support teams, in a fast paced, sometimes challenging & evolving environment.

What you’ll be doing

- Head up the Support team with a strong operational & strategic vision.

- Direct line Manager for the experienced second line Support Advisors. Responsible for the day to day management, coaching & personal development of the team.

- Direct line manager for the First line team Manager.

- Be curious about technology & the infrastructure of the Support portal & customer case logging process, in order to help create a future proof & modern user experience.

- Create SMART development goals for your direct reports, following the Quinyx development process.

- Overall responsibility for team performance & all associated aspects.

- Be responsible for prioritisation & meeting the Support teams targets.

- Lead both proactive and reactive actions for customers, together with internal stakeholders at Quinyx, striving for improvements & to evolve the customer experience.

- Be the main strategic contact and point of escalation for customer related issues & serious incidents, ensuring a robust & effective escalation process.

- Take delivery ownership of yearly departmental goals and budget, including ongoing updates and evaluations.

- Escalate delivery deviations, budget impacts and potential issues to the Director of Customer Experience.

- Partner with the US Customer Experience team to ensure that we retain a central support framework & ways of working.

- Spread the Quinyx culture to your team, as well as the company as a whole by always acting as a role model, focusing on the Quinyx core values & engagement.



What you’ll bring to the team

- Passionate about Customers.

- Experience with understanding & implementing best practices.

- Previous experience & success with leading, managing, developing & coaching high performing teams.

- Excellent communication skills, both written and verbal.

- Critical thinker, quick to react & lead incidents through to successful conclusion.

- Whilst meeting short term team actions, balancing the strategic vision for longer term direction of the team.

- Good interpersonal skills with the ability to influence key decision makers.

- Results & performance orientated using a data driven approach.

- Proven track record in customer satisfaction & complaints management.

- You are business fluent in both Swedish and English.

What’s in it for you?

We promote and encourage a healthy lifestyle with flexible work hours and the latest tools, enhanced vacation allowance, wellness, home office, professional development contributions, virtual yoga classes, and last but not least, you will have the chance to participate in our well-known yearly ping-pong tournament!

Want to join Quinyx?

At Quinyx, we provide equal employment opportunities and strive for an inclusive, diverse, value-driven culture. All applications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, disability, or veteran status.

Happy Workforce, Happy Business!