Customer Support Manager

Role Overview

• Daily management of Zendesk: ticket handling, prioritization, response quality, and adherence to deadlines/SLA.
• Handle customer inquiries with responsiveness, accuracy, and a strong service orientation.
• Manage complaints and sensitive situations, acting as a mediator and setting clear boundaries and expectations when necessary.
• Analyze recurring customer dissatisfaction and identify root causes.
• Collaborate with internal teams to improve deliverable quality and the overall customer experience.
• Continuously optimize support processes and handling workflows.
• Implement automations, workflows, and AI-driven scenarios.
• Structure and enrich the knowledge base.
• Coordinate closely with Sales, Coaching, and Delivery teams.
• Provide regular reporting on support performance and customer satisfaction.

Requirements

• Advanced proficiency in Zendesk.
• Proven experience in customer support and complaint management.
• Ability to establish a clear and professional relational framework.
• Excellent written communication: structured and precise.
• Strong autonomy and sense of responsibility.
• Operational leadership with a solution-oriented mindset.
• Interest in AI, automations, and process optimization.
• Continuous improvement mindset and systemic thinking.
• Good knowledge of the coaching, client support, or entrepreneurship environment.
• Understanding of customer transformation dynamics and the related relational challenges.

Benefits

• High-impact role on the overall customer experience.
• Growing environment focused on excellence and accountability.
• Real autonomy to structure the support function.
• Opportunity to build, optimize, and evolve processes.
• Cross-functional collaboration with several strategic departments.