Lead our Customer Support Team!

About the job

As a Customer Support Manager you will collaborate closely with the global support manager to uphold and elevate customer satisfaction and service quality. We seek an enthusiastic leader to foster the growth and development of our outstanding customer support team in Sweden, currently comprising highly skilled and dedicated professionals, with plans for expansion. Your responsibilities include:

- Providing day-to-day leadership and overseeing workload management for team members.

- Supporting the team through knowledge sharing, training, and mentoring initiatives.

- Continuously identifying enhancement areas for customer satisfaction.

- Collaborating with the Global Support Manager, to establish and execute processes for customer support.

- To ensure adherence to customer agreements and established SLA levels.

- Managing various administrative tasks, including authorization of time, performance, and salary reviews, 1:1 sessions, skill development, and recruitment efforts.

- Conducting follow-ups on key support metrics for both internal and external customers.

- Developing proficiency in Novacura Flow and IFS related functionalities.

Your attributes and skills
We are looking for a leader that can contribute with new ideas, strategic thinking, and resourcefulness. Exceptional communication skills, prioritization abilities, and a structured work approach are crucial for success in this role. The ideal candidate is ambitious, continually strives for learning and achieving new goals, and excels in hands-on work while efficiently creating streamlined processes.

Key qualifications include:

- Proven experience as a manager or leader.

- Previous work experience within the IT/technology sector.

- University degree or equivalent in a relevant field.

- Fluent in both Swedish and English, with strong oral and written communication skills.

What we offer
Join our dynamic team in an innovative and rapidly growing IT company, where you can directly contribute significant value to our customers. We provide competitive benefits, compensation based on competence and performance, and opportunities for career advancement. Our brand-new office in the heart of Gothenburg offers a breathtaking panoramic view, Friday breakfasts, and highly skilled Novacurians to hang out with.

How to apply
If you think we’re a good match, apply today! Selection is done continuously so don’t miss your chance. For questions regarding the recruitment process, please contact Ellen Jingrot, Global Talent Acquisition Specialist, at [email protected]. For questions regarding the position, please contact Jasmine Perera, Global Support Manager, at [email protected].

About Novacura
At Novacura we are passionate about solutions that enable our customers to work smarter and faster in their businesses. We work with several business systems and our own unique product - Novacura Flow, a low-code development platform that helps, among others, to extend ERP systems. We are a global organization with close cooperation between our offices in different countries and we have high ambitions to continue to develop and grow in all our markets.