European Customer Support Manager (M/F) Milano

European Customer Support Manager (M/F)
Milano
Lombardia, Milano

Key Responsibilities

**1. Leadership and Team Management

- Lead, mentor, and manage remote customer support teams operating across various European countries.

- Develop and enforce Standard Operating Procedures (SOPs) to ensure consistent, high-quality customer support.

- Foster a collaborative team culture that encourages knowledge sharing, diversity, and continuous improvement.

**2. Centralized Service Implementation

- Ensure multilingual support that addresses the diverse needs of European customers.

**3. Standardized Systems and Processes

- Define and implement unified systems and workflows for handling customer queries efficiently.

- Deploy a robust ticketing system to monitor and manage customer interactions seamlessly.

**4. Knowledge Management

- Promote an integrated knowledge-sharing platform to enhance team technical competencies.

- Maintain a centralized knowledge base containing troubleshooting guides, FAQs, and best practices.

**5. Training and Development

- Deliver comprehensive training programs on technical skills, customer service excellence, and cultural sensitivity.

- Conduct regular evaluations and feedback sessions to drive continuous improvement in team performance.

**6. Performance Analysis and Customer Feedback

- Monitor team performance metrics and identify opportunities for improvement.

- Gather and act on customer feedback to refine the overall support experience.

**7. Compliance and Security

- Ensure adherence to European data protection regulations (e. g. , GDPR).

- Implement robust security protocols to safeguard customer data.

**Qualifications

- Bachelor's degree in Business, Management, or a related field.

- Extensive experience in customer support management, with a preference for overseeing remote teams.

- Proficiency in French and English mandatory

- Professional proficiency in Italian would be an advantage for this role.

- Strong leadership, communication, and interpersonal skills.

- Expertise in customer support tools and platforms.

- Proven ability to work independently and manage multiple priorities effectively.

**Work Environment

- Remote position with flexible hours to accommodate various time zones.

- 50% time travel to France and Germany for team meetings and training sessions.

Qui sommes nous ?

Audaxio (audaxio. fr) is a recruitment firm specializing in the industrial sector.

We operate throughout France, working with both SMEs and large corporations.