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3rd line Manager, Customer Support

  • Applications are considered on a rolling basis
  • Iași
  • Applications are considered on a rolling basis
  • Iași

The Customer Support functions is made up of more than 230 Basware experts globally. Customer Support provides professional, efficient and effective technical support to Basware customers/partners in a manner that further enhances customer experience, satisfaction and loyalty. We work to resolve customer Cases and Incidents to enable our customers to use Basware products and services efficiently and enable them to run their business seamlessly.

Customer Support draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s Networked Purchase-to-Pay solutions.

TEAM DESCRIPTION AND RESPONSIBILITIES IN THIS POSITION:

The 3rd line Support plays a key role in executing the Basware strategy by focusing on Serviceability, Case Reduction, and Problem Management. We also contribute to the success of the whole Customer Support unit by coaching and training our support teams in their Case work.

In this role, you are leading the Romanian 3rd Line Support team, and you are part of the global 3rd line Support leadership team. You will report to the head of the global 3rd Line Support, and while having a local team under your leadership, you are working on global scope daily. Your main responsibility areas are leading the team of experienced Support Consultants as well as identifying, owning, and driving various development activities with the collaboration of your colleagues, to help the global 3rd line Support to continue playing its key role in Basware.

Work with great people

Hanna Ikonen
Senior Manager, Customer Services
"I feel that I can make a difference, drive improvements & take controlled risks, and all this is supported by the company."
Sam Bradner
Senior Content Designer
"Best part of my job is flexibility and variability. I don´t really have a typical day, and I like that!"
Kevin Kamau
Senior Product Manager
"Basware is a global company that values people as a crucial driver for success."
Trang Pham
Senior Specialist, Communications
"I know I can make an impact in hundreds of different ways. Basware is really unique to me – we have the best people and we are the leader in our industry."
Mika Peurala
Solution Architect
"Absolutely the best colleagues and line managers in the world!"
Jaakko Jutila
Director, Customer Support
"At Basware you have the freedom to identify and start different development activities across the organization without getting approvals from above."
Namrata Checker
Team Lead, Digital Marketing
"What I love most about my job is the people that I work with, the freedom of putting forward my ideas, thoughts and feedback but also the freedom of creating the way of working that works best for me."
Siddhartha Bhatia
Senior Cloud Developer
"I am honored to have worked with the leaders of tomorrow. The organization is absolutely people centric with its prime focus always on employee engagement, loyalty and satisfaction."

Skills & Requirements

SKILLS AND CANDIDATE QUALIFICATIONS:


You can be successful in this role if you have a forward-looking mindset, strong leadership skills, and the courage to foster an innovative culture within your team. You have an extensive experience in Customer Support and the creation of superior Customer Experience. You have experience in leading an experienced technical team either in a manager role or as a senior expert coaching others.

You are a strong executor who can make things happen. You are innovative and bold to bring up your ideas and vision to improve the ways of working not only in your team but in the whole Basware organization. You can also build strong relationships with various internal stakeholders and can drive cross-functional development topics forward.

You are a strong communicator and are fluent in English, and you can discuss with both internal and external stakeholders as well as customers. You strive for continuous learning and have always the big picture in mind instead of focusing on suboptimization.

LI-Hybrid

Great Place to Work

  • We embrace a growth mindset.

  • We empower through accountability.

  • We dare to try.

  • We value every individual.

About the company

Basware is the global leader in providing networked purchase-to-pay solutions and innovative financing services. Basware’s commerce and financing network connects businesses in over 100 countries and territories around the globe. As the largest open business network in the world, Basware provides scale and reach for organizations of all sizes, enabling them to grow their business and unlock value across their operations by simplifying and streamlining financial processes. Small and large companies around the world achieve significant cost savings, more flexible payment terms, greater efficiencies and closer relationships with their suppliers.

Joining Basware means you’ll join a team filled with innovators, passionate about their work and enthusiastic about the purchase-to-pay industry we’ve pioneered. You’ll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world class solutions and services to hundreds of companies worldwide. A critical part of our culture is the high amount of trust we put into our employees—we want you to make a difference. So, we offer flexibility in how you work, giving you the freedom and support to deliver your best results. We truly live our values where our employees strive for excellence, put our customers first, lead the way, and inspire one another to build a winning team.


2020Recognized market leader with global operations, 20+ offices worldwide.

2019Gartner Magic Quadrant Leader for Procure-to-Pay Suites for fourth time

2014-2019Several industry recognitions and product launches

2012-2016Several acquisitions in the fields of e-invoicing, e-procurement and purchase-to-pay solutions

2012Launch of cloud-based B2B platform for transaction collaboration on Basware's Network

2006-2009Several acquisitions in the fields of invoice automation, data capture expertise and payment software

2005Launch of fully integrated Purchase-to-Pay solution suite

2000Basware listed on Helsinki Nasdaq, launch of purchase management software & e-invoicing service

1992Launch of first financial management software

1985Basware founded in Finland

Alina Burlacu | Contact Person

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