Description
About Showpad
Showpad is the leading sales enablement platform for the modern seller. Showpad’s all-in-one platform empowers sales and marketing teams to engage buyers through industry-leading training and coaching software and innovative sales content and engagement solutions.
At Showpad, personalities and cultures connect across oceans to create something extraordinary. As a top 10 software company in the Inc. 5,000 Europe list, Showpad is changing the game when it comes to sales enablement. Our employees create the engagement and impact that drives our success as we expand globally.
In the morning, we’re drinking San Francisco cold brew coffee, we have English scones for afternoon tea, and in the evening we’re toasting success with Belgian tripel Westmalle to a Chicago house tune.
About the position
At Showpad we are passionate about our customers, they are the lifeblood of our business. In Support we are helping customers with answers to their questions and solutions to their issues. As the Manager, Tech Support EMEA, you are responsible for leading a team of skilled and driven Technical Support Engineers. Together with them, our US Tech Support and Self Services teams, you will ensure our customers’ Sales Enablement success with our Showpad platform.
As part of the Global Customer Support team you will be working to achieve our common goal of delivering an outstanding customer support experience. The US and EMEA support team operate as one global team to ensure an effortless customer experience across the globe. You will also collaborate with the self-service team members within the support team, who are responsible for our Help Center.
As we grow, we need a structured balance between standardization and freedom to deal with issues as they come and taking the actions that are needed. You will be responsible to help Showpad continue to build this structure and to drive continuous improvement projects.
To ensure you are close to what matters for our customers, for a small portion of your time you will be working on tickets as this will help you better understand our customer’s needs and our teams challenges and improvement opportunities.
As part of the Product & Engineering Team you will help build out the organisation that aims for customer success, customer retention and the growth of existing accounts.
This role reports to the Director, Global Support up through to the VP Product & Engineering.
Key responsibilities as Manager, Technical Support
- Build and maintain the EMEA Support team fostering our teamwork culture
- Be an excellent People Manager, challenging your Technical Support Engineers to get to the next level in their career.
- Ensure smooth operations in a 24/7 rotation in close collaboration with your peer running the US Support team, through the right tools, skills and training to allow people to excel in their roles
- Actively collaborate across Showpad, both within the Customer Experience team (Professional Services, Customer Success, Education, Integrations), the Product & Engineering team and the Sales teams.
Skills and Experience we are looking for
- 2-3 years of experience managing a team
- Excellent English communication skills
- Excellent relationship-building skills
- Have a coaching & challenging approach to people management
- Commitment to providing an effortless customer experience
- A sharp focus on goals and a powerful work ethic
- Tons of energy, passion, humor, and enthusiasm
- Interested in mobile and web applications
- Excellent troubleshooting & analytical skills
- SaaS experience is a plus
- 2-3 years of experience in Customer Support management in a software company
- Knowledge of tools like Jira & Zendesk are a nice plus
What you can expect from Showpad
Focus on Impact and Growth
We are building the future in sales and marketing where every salesperson is successful. As an international scale-up, we aim for yearly double-digit growth that opens many opportunities. We want people who thrive in a fast-paced, performance-driven company, who are not afraid to stretch themselves in a fun environment and focus on impact and growth.
