Customer Support Manager - Europe

at  Swapcard

At Swapcard, we build communities by empowering meaningful connections and know it all begins with a strong community of our own. We believe that diverse collaboration brings us closer to embracing change and propels us to form the ideas of tomorrow in an ever-evolving world.
Powered by artificial intelligence, Swapcard is the only end-to-end community platform for virtual and hybrid events. Behind this vision, stands a passionate, curious, and down-to-earth team. We believe an environment of trust, autonomy, and support is integral to our success. As a result of putting people first, career evolution and rapid growth have become regular commodities.
With 42 nationalities amongst a team of more than 200 innovative minds, we enjoy an open-minded environment where opinions and ideas are encouraged and exchanged freely in order to create a product and company we can all be proud of. We’ve also learned that the more moments we share, the more comfortable, communicative, and confident we are when working together. That’s when the real magic occurs.
And the best part? Swapcard offers full remote opportunities, which means you’ll be able to bring your best self to the table no matter where in the world you are located! We fully support and empower an international environment, where all cultures, mindsets, and backgrounds are equally welcome and appreciated.

• Lead, motivate, and mentor the EMEA Customer Care Team to achieve performance targets and deliver exceptional customer service.
• Conduct regular team meetings, performance reviews and provide feedback to ensure continuous professional growth and achievement of Individual and business objectives/KPIs
• Be a business leader within Swapcard, making decisions that are consistent with business objectives and determining short/long term strategies to achieve the necessary impact
• Monitor Support processes looking for opportunities for their optimization
• Collaborate with other departments on shared projects, balancing the needs of the Support team with the overall business goals, contributing to the company’s success and growth
• Effective resource management within the team ensuring a fair & balanced workload continuously, particularly across peak seasons
• Identify skill gaps and provide relevant training to the team