Customer Support Manager (Contract)

Dublin, Ireland

Customer Support Manager (Contract)

We are seeking an experienced Customer Support Manager with a strong background in leading and managing customer-facing technical support teams to join our team. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for delivering outstanding customer service.

About SoftCo:

SoftCo is a fast growing global Procure-to-Pay and Compliance technology company and we are looking for effective, proactive, and fun people to be part of our exciting journey. Our Smart Automation technology is transforming how companies manage their Procure-to-Pay processes, improving efficiency, staff morale and fighting fraud.

With 33 years’ experience, SoftCo ranks highest in independent customer satisfaction surveys. We are proud that all our projects are successful, and that our market-leading technology delivers our customers unrivalled levels of automation with the greatest savings. We operate from offices in the US, Finland, UK and Ireland. We have over a million users worldwide including PwC, Volkswagen, Patagonia, Primark, Logitech and nearly 80 departments of the Finnish Government. We are certified with ISO27001, Microsoft Gold Partner, all types of SOC, and we are an AWS Advanced Technology Partner.

Customer Support Manager (Contract) – Your role:

Your responsibilities:

Manage team of Application Support Specialists and Senior Application Support Specialists across Ireland and US (Remote).
Help build out a scalable North America focused support model, utilising technology and customer enablement, whilst ensuring US-based team have the knowledge, access and support required to serve local customers.
Ensure team rosters are completed and planned for supporting our customers during business operating hours.
Ensuring effectiveness of alerting and monitoring of all production systems, working closely with infrastructure support team.
Conduct daily team huddles to assign tickets, discuss progress and encourage team members to help problem-solve.
Drive adoption of creating documentation and centralised knowledge hub for support team.
Curate and champion support content for customer-facing knowledge portal.
Drive adoption of AI as an enhancement to the services offered by Support team.
Build and maintain strong, collaborative, relationships with Customer Success, Onboarding and optimisation teams within Operations.
Build and share performance metric reporting on Support team’s SLA, FCR and CSAT scores.
Help drive a culture of data-driven decision making and scaling operational processes.
Act as a coach and escalation point for support specialists across markets, ensuring all team members have access to the support they need and address any customer complaints related to service.
Be the Voice of the Customer internally when escalating incidents, prioritising product fixes and using data to articulate the impact – all whilst being the voice of SoftCo in managing customer expectations.
Co-ordinate with Compliance on audits relating to change and customer support.
Undertake other duties as may be required by the company from time to time.
Adhere to company policies and compliance standards.

Your profile:

Degree Bachelor’s or Master’s degree in a relevant field (e.g. Computer Science, or a related field).
Previous experience in leading customer-facing technical support teams.
Understanding of P2P organisations, or supporting Finance systems with demonstrable knowledge of customer needs.
Understanding of enterprise scale ERPs an advantage, e.g. D365, SAP, Oracle.
Strong skills in issue troubleshooting, log exploration and SQL.
Understanding of monitoring tools capabilities, e.g. Prometheus, Grafana, Azure Monitor etc..
Understanding of cloud systems and DevOps desired, e.g. Microsoft Azure, AWS.
Strong communication skills.
Ability to create and deliver insights from Customer Support reporting..
Exposure to support ticketing systems, e.g. Freshservice, ServiceNow etc.
Understanding of change management processes and strong ITIL knowledge desirable.

Duration:

Maternity cover with an estimated duration of 12 months, with the potential for a longer-term opportunity, subject to business needs and performance.

What we can offer you:

This is an opportunity to expand your knowledge, develop your career and work with state-of-the-art technology in a rapidly growing sector. We encourage our team to be ambitious and in SoftCo there is a culture of progression. We support your development by investing in training and partnering with leading learning platforms and providers. Uniquely, our structure means you work directly with the most senior leaders in the business, who see your potential.

A competitive remuneration package is on offer and our benefits package includes membership of our on-site gym (Dublin), company paid health insurance, life assurance, pension, bonus package, long service incentive awards and an employee referral scheme. If working for one of the most innovative technology companies is your thing, then look no further.

Join SoftCo and be part of a talented team that is shaping the future of SaaS software. Apply now to embark on an exciting journey where your skills and expertise will make a meaningful impact.