Support Manager @Future Ordering

at  OOAK Relations

Future Ordering are providing a digital ordering platform for global restaurant brands, and for almost 10 years been working restlessly to create a platform to disrupt the global Food and Beverage industry. Today, Future Ordering are running in ten countries with millions of transactions per month and have attracted restaurant brands such as Max Burgers, Sushi Yama, Burger King, Pizza Hut, and KFC.
Future Ordering is growing in the European market and we are looking to strengthen their support organization with a designated support manager role to lead their customer support team. As the Support Manager, you will play a pivotal role in ensuring their customers receive world-class service, driving customer satisfaction, and fostering a culture of continuous improvement within the team. You will oversee daily support operations, mentor and develop team members and partners, and implement strategies to enhance service quality and efficiency.

REQUIREMENTS

• Experience from a similar role.
• Strong customer service and project management skills.
• Fluent in English.

• Oversee the support daily operations, ensuring timely and effective resolution of customer inquiries and issues.
• Develop and implement support policies, procedures, and standards to ensure consistent, high-quality service.
• Monitor support metrics and KPIs to assess team performance and identify areas for improvement.
• Serve as the escalation point for complex or unresolved customer issues, ensuring prompt and satisfactory resolution.
• Conduct regular reviews and feedback sessions with customers, partners, and internal teams to gather insights and improve service delivery.
• Identify opportunities to enhance support processes, tools, and systems to increase efficiency and effectiveness.
• Implement training programs and knowledge-sharing initiatives to keep customers, partners, and support providers updated on best practices and product knowledge.
• Collaborate with other departments to ensure seamless customer experiences.