Customer Support Team Manager (Remote in Portugal)

at  Otonomee

SALARY

The annual gross salary for the role is €22,000 euros (inclusive of Holiday allowances). You will also receive €20 a month internet allowance. Our meal allowance is €7.63 per working day.

ABOUT US

Otonomee is a purpose built, fully remote BPO. Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry. Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.
Otonomee’s Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry. The pandemic (i.e. the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.
By leveraging Otonomee’s remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach. Our Clients’ share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.
Otonomee is a purpose driven company and a Certified BCorp since 2023. This means that we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.
We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow

ABOUT THE ROLE

This is a permanent, work-from-home role open in Portugal. The successful candidate will need to be based in Portugal.

ABOUT THE ROLE

We are looking for an experienced Customer Support Team Manager in Portugal who is passionate about the employee experience.
This is an exciting opportunity for someone with managerial qualities and with a focus on growth. The successful candidate will be responsible for leading and managing a team of customer support advisors to ensure the delivery of high-quality service to our clients.
You will oversee daily operations, coach and mentor team members, and drive performance to meet or exceed established goals and metrics.
This role requires strong leadership, communication, and problem-solving skills, along with a deep understanding of BPO operations and client management

WHAT YOU’LL BE DOING

• Working as part of the Operational management team and being a key point of contact for day-to-day operations.
• Foster a culture of accountability, collaboration, and continuous learning within your team.
• Acquire and transfer the knowledge of tools and associated workflow processes, ensuring team members are fully briefed on new information (Issues, new product information, new releases) within agreed time scales.
• Assist in developing and streamlining procedures, and implement any process or system changes that will drive efficiencies and improvements
• Coach, motivate, reward, counsel, and assist support performance through 121’s, team meetings, and feedback.
• Ensures and monitors that compliance guidelines are being followed, supporting and maintaining service management, identifying gaps in knowledge articles, and addressing those gaps.
• Monitors, establish, and analyze performance trends, to drive improved performance
• Ensure that service level targets are monitored, and impacts are managed effectively when making team decisions - including authorization of training requests, team briefings, and any other absence.
• Drive the escalation process to identify potential issues that may affect operations and service delivery, and propose resolutions for the same
• Implement and facilitate the personal and professional development of your team by giving them constructive feedback
• Resolve complex problems, questions, or complaints; direct unique problems to the appropriate person.
• Provide a high level of customer service and/or technical support and understand the nuances of how it applies within the organization.
  The Recruitment Process

Our recruitment process is in 3 stages.

• 30 min Teams interview with the Recruitment Team
• Language test if applicable to the role
• 45 min Teams interview with the Hiring Team