SSC Support Manager

Role Overview

• Partner with the Head of Support to drive customer and partner satisfaction while ensuring operational excellence across the Shared Service Center.
• Lead, coach, and develop a team of Support Leads, fostering high performance, engagement, and continuous growth.
• Drive strategic initiatives and execute improvements that enhance the overall support experience.
• Analyze operational data, customer feedback, and workforce trends to identify opportunities and implement meaningful improvements.
• Collaborate closely with the Content, Training, and Quality teams to continuously improve support processes, knowledge, and quality standards.
• Introduce and implement new ways of working while encouraging feedback and continuous improvement.
• Build strong partnerships with stakeholders across the business to improve the end-to-end customer experience.
• Lead by example by demonstrating what customer obsession looks like and continuously raising the bar for service excellence.

Requirements

• Excellent verbal and written communication skills in both English and Romanian.
• 3–5 years of people leadership experience, ideally within Customer Support, Customer Service, or another operations environment.
• A genuine passion for creating outstanding customer experiences and developing high-performing teams.
• Strong coaching and leadership skills with the ability to motivate, develop, and inspire others.
• Experience using data to identify trends, make informed decisions, and drive operational improvements.
• Strong analytical skills and proficiency in Excel and Microsoft Office tools.
• Excellent organizational skills, with the ability to prioritize effectively and manage multiple initiatives simultaneously.
• Strong presentation and stakeholder management skills.
• A proactive, hands-on mindset and the ability to thrive in a fast-paced, ever-changing environment.
• Experience in project management or formal people management training is considered a plus.

Benefits

• We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences and perspectives.