Senior Manager Technical Support (f/m/d) at Contentful

Contentful

London, England, United Kingdom·6h ago

SeniorFull-timeGitAI

Salary Range

$49,725 - $67,275 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Senior Manager to lead the Technical Support function at Contentful, a leading digital experience platform. This role involves building and managing a team of technical support engineers and representatives, while partnering with global teams to redefine processes and methods as the company scales.

Key Responsibilities

→Build, lead, coach, and mentor a team of technical support engineers and support representatives
→Execute a global Customer Support strategy and operational plan that delivers world-class support to Contentful’s users worldwide
→Ensure consistent execution of Support objectives as measured by CSAT, speed and quality of Service Levels, and other KPIs
→Support the innovation and improvement of the Support model, processes, and tools
→Collaborate with Sales and Solutions teams to position the value of Contentful Technical Support
→Work cross-functionally with Product Management, Engineering, and Customer Success to understand customers and improve business processes
→Embody Contentful’s core values by strengthening cross-functional awareness of Customer/Technical Support
→Provide regular management reports including progress against metrics

Requirements

✓7+ years experience building and leading 24x7x365 technical support teams
✓Demonstrated experience partnering with sales teams to position services in complex SaaS pre-sales cycles
✓Experience with optimizing and implementing incident management processes
✓Prior experience managing team members across different geographical locations
✓Demonstrated experience handling customer escalations in collaboration with internal stakeholders
✓Strong communications skills for both external and internal audiences
✓Ability to thrive in ambiguity and create clarity for the organization
✓Adaptability to change in a rapidly growing environment
✓Extremely collaborative with a focus on team-building

Benefits

★Join an ambitious tech company reshaping digital experiences
★Full-time employees receive Stock Options
★Fertility and family building benefits
★Generous amount of paid time off including vacation, sick, education, compassion, and volunteer days
★Annual education budget for skill development
★Wellbeing stipend for physical, financial, or emotional health
★Communication stipend and phone hardware upgrade reimbursement
★New hire office equipment stipend