Customer Support Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!
 

We're committed to bringing passion and customer focus to the business.

About Us

Kyriba is a global leader in liquidity performance that empowers CFOs, Treasurers and IT leaders to connect, protect, forecast and optimize their liquidity. As a secure and scalable SaaS solution, Kyriba brings intelligence and financial automation that enables companies and banks of all sizes to improve their financial performance and increase operational efficiency. Kyriba’s real-time data and AI-empowered tools empower its 3,000 customers worldwide to quantify exposures, project cash and liquidity, and take action to protect balance sheets, income statements and cash flows. Kyriba manages more than 3.5 billion bank transactions and $15 trillion in payments annually and gives customers complete visibility and actionability, so they can optimize and fully harness liquidity across the enterprise and outperform their business strategy. For more information, visit www.kyriba.com.

About Kyriba

Kyriba, a global leader in liquidity performance, empowers CFOs, Treasurers, and IT leaders to optimize liquidity through a secure SaaS platform. With 8 offices worldwide and main tech hubs in Paris and Warsaw, Kyriba is serving 3,000 clients globally and enhances financial performance with real-time data and AI tools for Fortune 500 companies. It manages over 3.5 billion transactions and $15 trillion in payments annually, ensuring visibility and actionability for improved operational efficiency. Visit our website to find out more about recent achievements www.kyriba.com.

Are you an ambitious customer experience leader with proven experience of leading a team? Do you have a proven track record of driving client satisfaction and effective communication? Can you combine strategic thinking with a hands-on attitude? If this sounds like you, we’d love to chat!

Role background:

We are currently looking for a passionate Customer Support Manager to join our team in Warsaw. The role of the Support Manager ensures exceptional support for Kyriba’s customers enhancing service quality and driving customer loyalty. This role requires leadership and industry expertise to guide the support team, manage ticket resolution, and handle escalations.

Key Tasks:

• Lead and mentor support consultants in ticket management and customer issue analysis.

• Oversee the ServiceNow ticket queue, ensuring efficient workload distribution and timely responses within SLAs.

• Regularly review support consultants’ ticket queues for coaching and quality assurance.

• Ensure effective communication with customers regarding incidents and changes.

• Act as the escalation point, coordinating with engineering teams and managing customer calls.

• Collaborate with Development, Operations, and Product teams on incident management.

• Drive creation of RCAs and follow-up on incidents.

• Focus on client satisfaction with empathetic communication.

• Report client status to management and manage potential escalations.

• Develop career and learning plans for consultants.

• Serve as deputy to the Regional Client Support Director.

Qualifications:

• Bachelor’s degree in Business/Finance/Accounting or equivalent experience.

• 4+ years in a support management role.

• Strong analytical skills and attention to detail.

• Experience with treasury management systems (Kyriba preferred).

• Ability to thrive in a dynamic technical environment.

• Familiarity with SaaS and cloud-based services is a plus.

• Additional language skills (Spanish, Italian, French) are a plus.

Why join Kyriba?

We offer you the potential to explore various parts of our business and grow professionally with the company. Opportunity to be part of building something exceptional in an international environment and lots of learning and growth in a globally scaling Saas company! We offer competitive salary + generous benefits plan + stock options available.

Diversity & Inclusion: Kyriba is proud to be an equal opportunity employer. We celebrate diversity and are committed to providing an inclusive environment for all employees.

Our Culture & Values: At Kyriba, we embrace a culture of community and ownership, guided by our “iCare” values:

• Innovation: Rewarding achievements and fostering continual improvement.

• Client Success: Understanding and enabling client success.

• Accountability: Personal responsibility and continuous improvement.

• Respect: Embracing diverse cultures and open communication.

• Excellence: Striving for excellence through leadership and integrity.

Join us to make an impact and grow your career in a supportive and innovative environment!