Customer Support Team Manager

Working at Omnisend is... kind of boring.

Not the soul-crushing kind of boring — more like the “no drama, no chaos, just smart people doing great work” kind. The kind that lets you focus on what matters, without pointless meetings, micromanagement, or bureaucracy. We’re data-driven. We test, we iterate, we improve. Gut feelings don’t drive decisions — insights do. We trust each other. We’re transparent, give real feedback, and actually listen. No egos, no hand-holding — just a team of experienced professionals moving fast, adapting easily, and delivering impact. Omnisend is customer-funded and customer-driven. Our work is rooted in solving real problems that help ecommerce brands grow. No empty promises — we bring in results. And yes, we have fun. But the grown-up kind — workations, team gatherings, the occasional party. No forced fun, no awkward icebreakers. Just genuine moments with a team that actually enjoys working together.

About the role: We are seeking a motivated and experienced Customer Support Team Manager to lead our dynamic, remote team of award-winning Customer Support Specialists and Senior Specialists. In this role, you will oversee a high-performing team, ensuring exceptional customer support, operational efficiency, and fostering team development and growth.

What you’ll do @Omnisend:

• Lead, mentor, and inspire a team of Customer Support Specialists and Senior Specialists, ensuring clear communication of goals, expectations, and company updates;
• Lead and own complex projects, collaborating with multiple stakeholders to meet goals, adhere to timelines, and align with company priorities;
• Develop and implement efficient support processes, leveraging new tools and technologies to enhance team performance.
• Create a positive and inclusive work environment that celebrates achievements and promotes team cohesion.
• Dedicate time to working flexible hours, including some evenings, to ensure all team members, regardless of time zone, receive the support and attention they need.
• Develop tailored growth and development plans for team members, identifying high-potential talent and providing opportunities for skill-building and role enrichment.
• Monitor and manage team OKRs, KPIs, ensuring high-quality support and identifying opportunities for improvement.
• Oversee customer interactions to ensure exceptional service, and analyze customer feedback to drive continuous improvements.
• Collaborate with stakeholders and cross-functional teams (Deliverability, Technical, R&D, CSM, Product, Marketing, etc.) to share insights, advocate for customer needs, and support company goals.
• Take ownership of critical customer escalations, ensuring timely resolution and customer satisfaction.
• Manage operational workflows, including hiring, onboarding, offboarding, scheduling, and capacity planning to ensure optimal team performance.

We expect that you’ll bring:

• 2+ years of experience in managing support teams or a similar role.
• Experience in project, process, or change management, especially with a track record of driving improvements and managing complex initiatives.
• Proven ability to lead remote teams, fostering a culture of transparency, inclusivity, and continuous growth. 
• Strong understanding of customer satisfaction metrics and experience in implementing KPIs and feedback loops.
• Excellent problem-solving skills, with a proactive approach to process improvement and customer support challenges.
• A passion for helping customers succeed and a strategic mindset to drive both team and company objectives.
• Outstanding communication skills in English, both written and verbal, with a talent for fostering cross-team collaboration.
• Experience in SaaS companies is a plus.

What we offer in return:

• Gross salary starting from 3200 EUR/month based on experience.
• Quarterly salary reviews.
• An unlimited learning budget for self-improvement complying with the best interest of Omnisend.
• Private health insurance.
• Unlimited access to psychotherapy.
• Flexible working hours and remote work possibilities.
• Workstation budget.
• Personalised work anniversary gifts, such as house cleaning, spa treatments, international flights, etc.
• Working methods and best practices inspired by the best tech companies in Silicon Valley.
• Senior colleagues (over 70%) enable us to have a high-performing, productive environment where your growth will accelerate.
• Attractive workations and team-led team-building events.

About our product:

Omnisend is an email and SMS marketing platform built for ecommerce brands. With one-click integration to major ecommerce platforms, intuitive automation, and powerful email templates, we make sophisticated marketing effortless — no learning curve required.

Award-winning 24/7/365 customer support? Check. A platform trusted by growing brands and seasoned pros alike? Absolutely. The idea that “great marketing needs to be expensive”? Our 125,000+ customers prove that wrong every day.