Manager, Customer Support

 

At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate. 

 

Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow. 

 

 

 

Key Responsibilities & Expectations: 

• Managing a support team of Support Specialists 
• Ensuring the daily support team works according to plan. 

• Responsible for ensuring team meet KPIs related to customer support. 

• Responsible for ensuring delivery routines- and processes are clearly defined and documented. 

• Responsible for cross-department/functional cooperation.  

• Responsible for monitoring the overall quality of the team related to the support responses and CSAT. 

• Responsible for continuous quality monitoring and scoring of team to ensure QA KPIs are met 

• Responsible for team scheduling and adherence to this.  

• Daily case planning, prioritization and distribution of cases and resource allocation. 

• Responsible for weekly meetings with team members, from agenda to follow-up of actions. 

• Hold daily "pulse meetings" as required 

• Act as a source of expertise and support to the team in the daily work with escalations of complicated cases.  

• Coach, lead and motivate the team individually and as a group. Make sure the working environment is satisfactory. 

• Responsible for ensuring that new employees are successfully onboarded. 

• Responsibility for ensuring new employees receive the correct training. 

• Report regularly to Head Of on all related to production and main targets for success. 

• Responsible for the well-being of our team members. 

• Responsible for the satisfaction of our customers. 

• Responsible for continuous improvement. 

• Actively work for commitment and motivation in the team. 

• Responsible for partnering with the Sales teams and Customer Success 

• Performs other duties as required. 

 

What are we looking for?  

• Highly customer-focused; shows a real passion for the customer support industry   

• Driven, self-starter, enthusiastic and with an “ownership” mentality    

• Adaptable and able to thrive in a fast-paced, ever-evolving environment   

• Proven experience in a managerial customer-facing role demonstrating the ability to build long term relationships - preference for customer support, experience in a SaaS company   

• Strong leadership qualities with the ability to collaborate with internal partners whilst  co-ordinating key customer deliverables ensuring world class customer experience  

• a manager who is able to positively impact and initiative change and improvement, improving processes to encourage efficiency 

• Advanced listening and verbal communication skills to understand customer's needs, and ability to respond clearly and concisely both verbally & written  

• Enthusiastic; strong work ethic with a positive mindset, and can-do attitude  

• Negotiation skills   

• Experience with Customer Support software is desired  

• Experience of working to KPIs/targets 

• Excellent English language skills, written and verbal. Additional languages are an advantage.  

• Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required    

• An undergraduate degree is preferred   

As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.

 

Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.

 

Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.

 

Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com

 

Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.