Support Manager

Xensam: SAM DisruptersXensam is the leading provider of AI-powered, cloud-hosted Software Asset Management technology. We’re looking for key players to join us as we scale our impact and build the Xensam team together. We take our culture seriously and strive to maintain the excellence, energy & enthusiasm that flows through the organization today.
We look for candidates who are passionate about what they do and ready to work the Xensam way. We know that experience counts, but we also know that it’s you, the person behind the experience, that makes it count.
About the roleWe arelooking for a dynamic and experienced Support Manager for our B2B SaaS solution, to lead and scale our global support team. In this role, you will oversee a team of support technicians located across multiple locations, ensuring the delivery of exceptional technical support to our clients.
As our Support Manager, you will play a key role in shaping the future of our support operations as we plan to rapidly scale it up over the coming years. This position requires occasional travel to our other offices in Europe and potentially the US, aligning with our global expansion strategy.
Responsibilities
Team Leadership & Development:
Lead, mentor, and manage a geographically distributed support team.
Recruit, onboard, and train new team members as the support function scales.

Operational Excellence:
Oversee daily operations of the support desk to ensure timely resolution of client issues.
Develop and implement best practices for workflows, tools, and processes to enhance efficiency and client satisfaction.

Strategic Planning:
Design a scalable support strategy aligned with Xensam’s growth trajectory and global footprint.
Plan for resource needs, training programs, and advanced tools to meet future demands.

Customer-Centric Focus:
Ensure that all customer interactions reflect Xensam’s commitment to excellence and innovation.
Act as an escalation point for complex or high-priority issues while maintaining strong relationships with key clients.

Performance Monitoring & Reporting:
Track key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
Provide regular reports to senior management with insights and recommendations for improvement.

Cross-Functional Collaboration:
Work closely with Product Development, Sales, and Customer Success teams to address client needs and provide feedback for continuous product improvement.
Actively contribute to enhancing the user experience of Xensam’s SAM platform by relaying customer insights.

Qualifications
Minimum of 5+ years in technical support or IT service management roles.
Exceptional leadership abilities with a proven track record of inspiring high-performing teams,with at least 2 years experience in a leadership role.
Proven experience managing geographically distributed teams.
Strong understanding of IT systems, software troubleshooting, networking, and ticketing tools (e.g., Zendesk or similar platforms).
Familiarity with ITIL frameworks or similar service management methodologies is an advantage.
Excellent verbal and written communication skills in English and Swedish.
Strong analytical skills to identify trends in customer issues and implement effective solutions proactively.

Bonus pointsif you have:
Relevant certifications such as ITIL Foundation or HDI Support Center Manager (HDI-SCM).
Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related fields.
Experience working with support functions in SaaS or technology-driven companies.

What you get
A dynamic position embracing "freedom under responsibility".
Three days in-office (with remote work on Mondays and Fridays).
Free access to beverages, snacks, gym facilities, on-site massage, shuffleboard, and other games.
If sales targets are met, all employees enjoy an annual destination trip.
Join an ambitious and diverse team, and work with cutting-edge technology in the fastest-growing SAM software on the market.
An opportunity to shape your career growth while contributing to the company’s success.

At Xensam, our core values define our culture:
Rebellious: We encourage a spirit of freedom and initiative within responsibility.
Humane: We foster a caring, inclusive environment that values diversity and respects individuality.
Harmonious: We promote work-life balance, creating a pleasant, supportive workplace.

Join Xensam for a balanced, collaborative, and growth-focused work environment. If you're a team player ready to thrive, APPLY now!