Technical Support Manager

About Cerve

At Cerve, our mission is to power a digitally-enabled global food system. We believe that creating a sustainable and resilient food system hinges on making data accessible and transparent. By democratising data and fostering connectivity, we empower organisations to build solutions that reduce waste, improve food security, drive growth and optimise operational efficiency.

About the role

The Customer Success team has the critically important role of delivering world class service and support, setting-up and maintaining our customers with a long-term and profitable relationship.

As our Technical Support Manager, you will be responsible for our overall customer experience and communication with customers. You will focus on reducing friction in all our internal processes and provide expert technical and operational support to our broad range of customers.

What you'll do

As a Technical Support Manager, you will establish and lead world-class technical support, ensuring seamless communication and exceptional customer experience for our diverse customer base. Your responsibilities will include:

• Providing timely, professional support to customers via phone, email, and chat.
• Troubleshooting and resolving technical issues, escalating complex cases to the appropriate teams as needed.
• Collaborating closely with product and engineering teams to deliver immediate and effective solutions.
• Proactively following up with customers to confirm issue resolution.
• Developing and maintaining our Knowledge Hub, offering up-to-date resources and support materials.
• Conducting analysis and data reviews to identify trends and improve processes.
• Monitoring and enhancing customer satisfaction, including tracking and improving metrics like NPS.

You are

• Customer-Oriented: Passionate about delivering exceptional service with an "Always Be Helpful" mindset.
• Autonomous: You are comfortable in small teams where you are expected to take full ownership of your projects, driving them from concept to completion.
• Detail-Oriented: Focused on ensuring tasks are completed accurately and on time.
• Collaborative: You're eager to grow alongside us, learning from both success and setbacks as we build the platform together.
• Resilient: Approach challenges and setbacks with a problem-solving mindset and determination to succeed.

You have

• A minimum of 3 years' experience in a technical support role, with a proven track record of driving customer success.
• Excellent communication skills, both written and verbal, enabling clear, empathetic, and professional interactions with customers and team members.
• At least 6 months of hands-on experience with SQL and other database management tools.
• Proficiency in using Customer Service Platforms (Intercom) to effectively manage and streamline customer interactions.
• Working knowledge of Excel, with the ability to analyse data and generate actionable insights.
• Strong expertise in software troubleshooting methodologies, with a structured and systematic approach to resolving technical issues.

• [+] Experience working with APIs and integrations.

We offer

• Salary: Competitive
• Bonus: Potential of company wide annual payment
• Flexible Vacation: 25 days, Bank holidays and Special days
• Flexible hours: Choose your working hours around core hours (10:30 - 16:30)
• Stock Option: Become an owner of Cerve with significant wealth creation potential
• Pension: Auto-enrolment into our pension scheme
• Hybrid Workspace: Hybrid working from our R&D Hub in Gothenburg
• Best Tech and Equipment: Macbook and the best equipment you need to excel

We are committed to creating a diverse and inclusive workplace where everyone feels welcome and valued. We believe that diversity of thought and experience is essential to our success, and we are particularly interested in candidates who can bring a different perspective to our team, regardless of their race, ethnicity, gender, sexual orientation, gender identity, disability, or career status.