Customer Support Manager
Location: Sofia, Bulgaria; Chicago, USA
Occupancy: 100%
Curious about the future of event marketing?
SpotMe is the enterprise event platform to manage engaging events that help accelerate customer relationships at scale. Trusted by 12,000+ global Fortune 500 business leaders and loved by 10,000,000+ users, brands like J&J, Deloitte, and Red Hat use SpotMe to manage hybrid, virtual, and in-person events with a branded, personalized and compliant experience and get deep data insights that flow into their CRM.
Behind the magic stands a curious, diligent, and humble team with over 30 nationalities. A team that feels great pride in the work they do, a team that cares for each other, and a team that is always ready for the next challenge.
Mission:
- Lead and grow our Customer Support team ensuring the best-in-class customer experience for our digital experience and virtual events SaaS platform. Our Customer Support Team is located in the USA and Bulgaria operating in a follow the sun 24/7 model.
- Report to the Chief Operating Officer.
Responsibilities:
- Grow, manage, and maintain a high-performing team of Customer Support Specialists (CSS) through effective hiring, leadership, and coaching.
- Ensure best-in-class 24/7 support and a high level of customer satisfaction.
- Ensure that the customer support requests are treated according to the SLAs and escalated accordingly to the Product & Engineering team when necessary.
- Create and evolve reporting metrics for internal SLA and Customer satisfaction
- Build a strong trusting relationship with Product & Engineering as well as other teams.
- Manage the performance and professional growth of team members.
- Step in to deal with difficult and important issues that affect customers.
Working time:
- You will be required to work flexible work hours, organize as you see fit but being available at least 3 hours per day when the US and Europe shifts overlap.
- You will be responsible for urgent critical issue escalation coordination between 8 am to 11 pm CET, Monday - Sunday (at the moment the critical issue escalations are less than 2 per month).
Requirements:
- 5+ years experience managing, leading, and developing a team to support an Enterprise SaaS platform.
- Located within 100 km distance of our offices (Sofia or Chicago)
- Previous experience in leading teams located in different time zones is an advantage.
- Fluency in English, both written and spoken.
- Tech-savviness and interest in next-generation customer experience technology and products.
- Expert in using incident management platforms (Jira), CRM systems, and web chat solutions (Intercom).
- Proven leadership and interpersonal skills with the ability to successfully coach, lead and develop a team.
- Proven effectiveness with difficult customer situations and expectation management.
- Ability to keep up with a fast-paced high-energy environment.
SpotMe recruits, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
What We Do
SpotMe is the event management platform for B2B marketers. With over 2 million users and 400+ customers, G2 and Forrester say we are one of the key contenders in the space. Brands like SAP, Pfizer, and KPMG use SpotMe to drive demand, build connections and grow revenue. Our software powers virtual events, webinars, and hybrid meetings with apps, video, attendee engagement, and analytics.
Behind the magic stands a curious, diligent, and humble team with over 30 nationalities. A team that feels a deep pride in the work they do, a team that cares for each other, and a team that always chooses to play the next game.
Why Work With Us
We have a hiring bias: we are looking for people who are curious and have grit. These are two core values that we are very deliberate about when we bring new talents on board. And when your entire team has curiosity and grit, everything flows from there.
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