Support Manager till finansbolag

The company is a product
and service company specializing in the financial industry.


With their products and
deep understanding of the business logic of their customers, they provide
solutions that are founded on best practices. The company utilizes end-user
experiences from their own service operation by continually adding new customer
value and features into their product portfolio. With the specialist skills of the
team and ability to embrace the entire financial and administrative value chain,
they enable their customers to implement systems for credit management and
leasing that are firmly anchored in commercial reality.




The head office is in
Stockholm.












The company is now looking for a Support Manager. As Support
Manager, you will lead the support team being responsible for the customer support
for all products.





Main
responsibilities


Plan, manage and secure Customer Support
of Products and occasionally Services
Ensure “state of the art” efficiency and
performance of the virtual support team (“team excellence” and personnel
management)
Build a flexible support and cost structure
with possibility to scale up and down based on business demands
Continuous improvements in processes and tools
in order to optimise support, reduce cost and increase customer satisfaction
Ensure that agreements are fulfilled according
to SLA
Improve collaboration and governance with other
divisions
Differentiate between support related issues
according to contract and chargeable tasks
Deliver support related statistics to various
functions and to customers according to governance agreements
Monthly KPI reporting





















Development opportunities


This
is the perfect opportunity for someone with the right background and mindset, who
wishes to grow and develop further. You will have ample opportunities to
strengthen your competence by working with competent and experienced
colleagues, attending relevant trainings, as well as working with interesting
customers within the bank and finance sector. In addition, the company is
currently in an exciting expansion phase, with a strong vision and strategy.




Qualifications and Personal Attributes

We are looking for someone with 4-8 years of experience of building and
leading the customer support organization in a software development company
preferable in a business to business environment. You should have relevant
education, at a minimum Bachelor’s degree. You are an excellent communicator, especially
written communication and like to interact with customers. You have outstanding
people and leadership skills, and you easily interact with staff, colleagues,
cross-functional teams, and third parties. You should be willing to travel up
to 20% of the time.











General information
The role is a permanent position. The company is located in the center of Stockholm in spacious, attractive premises. We will review applicants continuously, so please send your CV and cover letter as soon as possible to: cecilia@active-search.se