As our Technical Support Manager, you will play a vital role in ensuring Rise Up's customer support services are exceptional. Reporting directly to the Head of Technical Services, you will oversee support operations, manage customer interactions, and collaborate with cross-functional teams to provide efficient and effective solutions. Your responsibilities will include handling critical incidents, maintaining high client satisfaction levels, and ensuring accurate reporting and follow-up indicators.

• Customer Support & Communication
  • Serving as the initial point of contact for information requests and assistance.
  • Utilizing platform knowledge to route tickets accurately and maintain ticketing system accuracy.
  • Effectively handling customer issues and escalations.
  • Collaborating with cross-functional teams to address complex customer inquiries and incidents.
• Team Management & Development
  • Managing the support team, including career development, performance evaluations, and mentoring.
  • Identifying training needs and coordinating relevant training programs.
  • Fostering a positive and collaborative team culture.
• Continuous Improvement & Performance Monitoring
  • Continuously improving support services through the implementation of tools, processes, and best practices.
  • Monitoring support KPIs and providing regular reports on support operations and performance.
  • Proactively identifying areas for improvement and implementing initiatives to enhance the support experience for clients.

Hard skills

• Previous experience in a client service role, understanding the dynamics and requirements of customer support
• Strong technical background, including knowledge of web applications, databases, scripting languages, SQL and APIs
• Fluent in French and English, with strong communication skills in both languages. German would be a plus.
• Experience in managing client services, with a focus on delivering exceptional customer support

Soft skills

• Problem solver : your daily activities consist of solving complex issues.
• Excellent communication internally and externally : You will spend a lot of time with clients on the phone and with the development team.
• Demonstrated client-centered approach, prioritizing customer satisfaction and delivering timely resolutions
• Excellent interpersonal, written and oral communication skills 
• Understanding of organization - Proactivity & Anticipation 
• Ability to apprehend customer, project-specific environments with different business rules, requirements and environments
• Adaptability of new contexts and organization
• Tenacity, willfulness to solve issues and close tickets in a timely manner.
• Team spirit