Support Manager / Kundsupportchef

At Apsis we are customer centric meaning we take our customers success seriously. We build strong relationships with our customers and always support them to reach their goals.

Since our current support manager is moving on to another position within the Apsis community we need a committed and inspiring professional to take his place and continue our journey towards ?The best support team in the world? .
In this position you will manage and develop our highly appreciated, multicultural technical customer support team. The team, of 10 first line support professionals and 2 second line support professionals, is based at our HQ in Malmö. The position is part of the operational management and will report to our COO.

Supporting Apsis products is a very positive experience since we are the Nordic market leader in our business. Our products have great brand awareness and reputation as stable, user friendly and innovative rendering us many well known brands amongst our loyal customers. We are an innovative, successful and thus heavily growing company, so you can expect a dynamic working environment with lots of room for influence.

Responsibilities:

Manage the day to day operations in the support team to ensure requests are resolved with outstanding customer satisfaction.
Understand, develop and implement processes that will improve our problem solving abilities and the customer experience.
Ensure collaboration within the team and with other teams is in place to build and promote knowledge sharing and efficient processes.
Work with our product and development teams to handle and prioritize maintenance, plan software releases and keep the team updated on new functionality.
Be the first level of escalation for customer problems.
Inspire the team through social activities and joint happenings.
Motivate individual team members thru coaching, setting individual goals and personal development plans.

Experiences:

- Minimal 2 years experience from leading a Support Team.
- Experience from change management and growing a team regarding customer satisfaction KPI´s.
- Proficient in Swedish and English, other nordic languages welcome.
- Basic technical knowledge of software applications needed.

Personality and mindset:

- Customer first attitude - a big portion of our value comes from great customer support.
- Take ownership - you will get a great responsibility but also a big room to maneuver.
- Challenge status quo - drive customer experience within customer support - you need to develop us in this area - not the other way around.
- Inspire and motivate - we need to go from great to outstanding - you have the capabilities of leading by example as well as by direction and vision.
- Progressive - capacity to handle ever changing conditions and situations in a growing and successful organization.
- Honesty and integrity in all areas of business interactions.

How to apply:

Apply to this position by submitting your resumé and a brief personal letter on our website: http://www.apsis.com/jobs/vacancies.aspx?p=job%2Fo1uZ0fwe

If you have questions about this position please contact Johan Krantz (COO) : johan.krantz@apsis.com or Carl Wieslander (Recruiter): carl.wieslander@apsis.com

About Apsis:

At APSIS we create industry leading services and easy to use technology for digital marketing. Everyday our team provides services, inspiration and know-how to thousands of customers in more than 50 countries. www.apsis.com