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Customer Support Manager

  • Applications are considered on a rolling basis
  • Bucharest +1 more
I'm interested
  • Applications are considered on a rolling basis
  • Bucharest +1 more

We are on an exciting journey at nShift and we are looking for an experienced Customer Support Manager to manage and lead teams of Support Engineers in the Buchurest/Brasov area, ensuring our customers have a great customer experience.

With nShift products being critical within our customers end-to-end solutions, it is imperative that they function correctly and that any issues that could effect production are resolved quickly and effectively. It is important that high priority issues are resolved as a matter of urgency and that brings with it some ownership and accountability.

The successful candidate should be experienced with working in matrixed organisations and be comfortable with influencing outcomes beyond their own organizational boundaries. The Support Manager will manage several teams, supporting nShift as one Brand but with products aimed at different customer segments and markets.

What You Will Be Doing:

  • Lead and develop the Customer Support Teams in Romania, delivering on world class CSAT objectives while still meeting financial and productivity targets
  • Work closely with the Customer Support Managers in the local markets, ensuring load balancing of work
  • Help build out and facilitate a 24/7/365 support offering, covering all nShift products
  • Coach and develop Support Engineers
  • Communicate effectively across multiple organizations to ensure that the teams are completely aligned to the objectives and can do the job effectively
  • Build strong inter-personal relationships with peers and other key stakeholders that can help smooth execution
  • Hire, develop and retain talent
  • Drive the success of the Support offerings, as well as future offerings that we can monetize and drive competitive advantage

Work with great people

Erik Meyer
Head of Global Presales
"I meet so many interesting people and companies daily in my job. I really enjoy building our ecosystem of partners."
Sofie Johansson
Customer Support Agent
"Our Customer Support is an important part of our strategy; Providing competent and good support gives us satisfied users!"
Terhi Louhelainen
Support & Operations
"I want to find the best solution for the customers and want them to be happy. We have very professional people at work here and I’m proud of that."
Luiza Cristina Vaetus
Customer Reference Manager - Marketing
"Customer's voices and experiences shape our identity and are at the core of our business. I am happy to be the one helping them getting their stories shared."
Razvan Costin Dobre
Software Engineer - Engineering
"A place where you meet great colleagues that support you to become the best version of yourself."
Andreea Dragomirescu
Team Manager - Enterprize Production
"We are building cool tools that help our customers do their job more efficiently"
George Catalin Dumitru
QA Automation Engineer - Post Production
"I am lucky to be a part of the nShift company because it offers me the opportunity to constantly evolve with a team that helps me when I need and appreciates me for the results obtained."
Madalina Florientina Ciucu
Front End Developer
"I find the biggest reward in building features from scratch, surrounded by bright people, our work making an impact to lots of customers."

Skills & Requirements

  • Bachelor’s degree with 5+ years of experience in the Support industry preferably in Technical Support
  • Must be able to lead and motivate
  • Repeated history of helping teams not only overcome objections to change but embrace that change
  • Demonstrated ability to deliver world class experiences to customers and employees
  • Demonstrated experience in management and leadership positions with responsibility for managing employees
  • Demonstrated experience in developing a high performing team
  • Experience partnering with other leaders to build culture
  • Excellent presentation skills
  • Excellent cross-functional communicator and team player. Will need to partner with Engineering, Product Management, Sales, and Global Services
  • Customer facing experience, presence and empathy of managing customer relationships during escalations
  • Proven operational ability to lead a team around strategy and execution around new models of support that maximize customer success, and that can scale globally in a rapidly growing and dynamic organization
  • Positive and energetic leadership presence
  • Strong sense of urgency
  • Excellent communications skills, both written and oral, in English

About the company

Established in 2021, nShift is the global leading provider of cloud delivery management solutions enabling the frictionless shipment and return of almost 1 billion shipments across 190 countries. nShift’s software is used globally by e-commerce, retail, manufacturing and 3PL shippers. The company is headquartered in London and Oslo. It has over 490 employees across offices in Sweden, Finland, Norway, Denmark, United Kingdom, Poland, the Netherlands, Belgium, Romania and Switzerland.

1997Unifaun and Consignor was founded

1997Pacsoft Online is launched

2010Established in Finland

2010+400 millions of shipments handled through our platforms during the year

2014Merger between Unifaun and Memnon Networks

2014Established in Poland

2016Established in Norway

2017The App "My Parcel" and Unifaun Delivery Checkout are launched

2018More than a half billion parcels handled through our systems!

2019Transsmart (NL) was acquired!

2021Unifaun and Consignor merged

2021Unifaun, Consignor, Transsmart and Returnado become nShift - Global Leader in Cloud Delivery Management Solutions

Morten Frisch, Director Customer Service and Knowledge Management | Contact Person

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Bucharest +1 more
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