Customer Support Team Manager

Omnisend is an email and SMS marketing platform built specifically to help ecommerce stores grow their online businesses faster. With easy integration with major ecommerce platforms, ready-made automation and email templates, and award-winning 24/7/365 customer support, Omnisend makes it simple for businesses of all sizes to sell more without breaking the bank. The idea that "great marketing needs to be expensive" is proven wrong every day by over 125,000 Omnisend customers who are successfully growing their businesses through email and SMS marketing.

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.
• 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.
• Develop and implement efficient support processes, leveraging new tools and technologies to enhance team performance.
• 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 is preferred, but we welcome candidates with diverse backgrounds who bring relevant expertise through work experience, certifications, or self-directed learning.
• 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.
• Outstanding communication skills in English, both written and verbal, with a talent for fostering cross-team collaboration.
• A passion for helping customers succeed and a strategic mindset to drive both team and company objectives.
• Experience in project, process, or change management is a plus, especially if you have a track record of driving improvements and managing complex initiatives.

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