Customer Support Team Manager (Remote in Portugal)

About The Role

ABOUT THE ROLE 

We are looking for a Technical Support Team Manager to join an existing high-performing team. This is a permanent,  work from home position based in Portugal.  

Salary: 

The annual gross salary for this role is €22,000 (Paid in 14 instalments). You will receive a €20 monthly internet allowance. The meal allowance is €7.63 per day. 
 

Schedule: 

Candidates should be available to work on an 8-hour shift basis scheduled between Monday to Sunday (40 hours per week), with flexibility to adjust on Client need.  
 

Our Partner: 

Momence is an online events platform for businesses that create event pages, sell tickets, make video courses, and much more. 

Momence aims to help their Clients save time and grow revenue by creating bespoke Customer experiences & automating backend admin such as taking bookings & closing new leads. 

The ideal candidate will have a strong background in technical support, team leadership & operational support. If you're passionate about technology and enjoy helping people, we'd love to hear from you! 
 

WHAT YOU'LL BE DOING 


This is an exciting opportunity for someone with managerial qualities and with a focus on growth. The successful candidate will be responsible for leading and managing a 24/7 team of technical support agents to ensure the delivery of high-quality service to our client and their Customers.   

You will oversee daily operations, coach and mentor team members, and drive performance to meet or exceed established goals and metrics. This role requires strong leadership, communication, and problem-solving skills, along with a deep understanding of BPO operations and client management  
   

• Working as part of the operational management team and being a key point of contact for day-to-day operations.     
• Foster a culture of accountability, collaboration, and continuous learning within your team.   
• Acquire and transfer the knowledge of tools and associated workflow processes, ensuring team members are fully briefed on new information (Issues, new product information, new releases) within agreed time scales.     
• Assist in developing and streamlining procedures, and implement any process or system changes that will drive efficiencies and improvements      
• Coach, motivate, reward, counsel, and assist team performance through 121’s, team meetings, and feedback.    
• Monitors, establish, and analyze performance trends, to drive improved performance    
• Ensure that service level targets are monitored, and impacts are managed effectively when making team decisions - including authorization of training requests, team briefings, and any other absence.     
• Drive the escalation process to identify potential issues that may affect operations and service delivery, and propose resolutions for the same        
• Implement and facilitate the personal and professional development of your team by giving them constructive feedback  
• Resolve complex problems, questions, or complaints; direct unique problems to the appropriate person.    
• Provide a high level of customer service and/or technical support and understand the nuances of how it applies within the organization.    

 

OUR RECRUITMENT PROCESS 

Our recruitment process is 3 stages.  

1. 30 min Teams interview with the Recruitment Team 
2. Language test if applicable to the role 
3. 45 min Teams interview with the Hiring Team 

Your profile

ABOUT YOU:  

• You have Team Management experience, in a BPO/ Contact Centre environment.    
• You are competent in providing high-level support to both team members and Customers.    
• You can demonstrate high levels of initiative with the ability to plan and prioritise tasks.   
• You are proven to be organised, methodical and rigorous.      
• You have strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions.    
• You are a team player able to develop great relations with all internal teams.     
• Have a growth mindset and are a proactive, self-motivated individual.    
• Have remote working experience and capabilities. 
• English Proficiency & Comprehension (spoken and written).  
• Working with theMomenceproduct and support toolsetwould beadvantageous.

Why us?

WHAT YOU GET IN RETURN: 

 

• Fully Remote work based in Portugal
• A competitive salary
• Internet and Meal Allowance
• Health Insurance and Flexible Benefits
• Equipment provided
• Home office allowance 
• Online Gym and Wellbeing Studio.  
• The opportunity for professional growth.  
• Fun company events and team outings.  
• Autonomy and Responsibility