Customer Experience Technical Manager

About Enartia (part of team.blue)

Enartia comprises Papaki and Top.Host, recognized leaders in the .GR domain registration and web hosting services in Greece. We operate in a fully remote setup, offering you the freedom to work from home. Our vision is to make online business simpler by empowering companies, mainly SMEs, SoHos and freelancers with WOW online solutions. We utilize the power of the Internet to make daily life easier and more productive for everyone through innovative, reliable, and friendly services. We provide top-quality services to our customers, and at the same time, aim to create innovation and change.

Job Overview

The role of a customer experience technical manager is to proactively increase customer satisfaction and loyalty through ensuring interactions meet customer needs, managing the customer lifecycle, cultivating a consultative selling culture, and deploying a plan for cross-selling. The main goals of the customer experience technical manager include gathering and analysing customer feedback with the help of the CX Ops: QA, creating an ongoing strategy for anticipating and meeting customer needs, and reducing the necessity for customers to contact support in cooperation with the CX Ops: Training & KB. They are responsible for building and coaching the 2 nd Level Support, the Migrations Team and the CX Ops: Training & KB, providing a clear strategic vision for the team to follow. Additionally, they focus on developing their team’s skills and fostering collaboration to maintain high productivity and quality standards. This role requires close collaboration with the 1 st Level Support Manager to improve issue resolution, the Sales Manager to ensure a seamless customer experience, and the CX Ops: QA to enhance service quality. Furthermore, he/she works with the CX Ops: KB & Training to create helpful resources and train the team, as well as other team.blue teams to address customer or team’s issues, infrastructure, and tool/service improvements.

Responsibilities:

• Lead and coach the 2nd Level Support, the Migrations team and the CX Ops: KB & Training, ensuring high service quality and team collaboration.
• Communicate directives, updates, and strategic decisions from upper management to employees, ensuring alignment and clarity across teams.
• Take after his team’s well-being, make them feel valued and part of the team, promote company culture, and keep them motivated and engaged.
• Collaborate with the Legal and DPO departments to address customer-related issues, as well as to ensure compliance in internal processes and tools.
• Train and guide the team on handling abuse requests, working closely with the Legal, 1st-level support, Infrastructure, and other relevant teams, including the team.blue team.
• Oversee and improve Managed Services for Hosting and IaaS, ensuring high service quality, operational efficiency, and continuous improvement in collaboration with relevant teams.
• Develop and implement interdepartmental policies when needed to ensure alignment, efficiency, and compliance across teams.
• Review team performance periodically using the company’s evaluation system and provide feedback.
• Work with 2nd level support managers from other team.blue brands to share knowledge and learn from best practices.
• Monitor and analyze support metrics to measure team effectiveness and identify areas for improvement in collaboration with the CX Ops: QA.
• Partner with the CX Ops: QA to improve service quality, refine internal processes, and enhance customer experience.
• Collaborate with the 1st Level Support Manager to optimize escalation processes and improve issue resolution.
• Work with the Sales Manager to ensure a smooth customer journey and support sales related inquiries.
• Coordinate with the KB & Training to develop internal and public knowledge base articles and provide team training.
• Investigate and resolve customer complaints through tickets, phone, and chat, ensuring a timely response.
• Conduct regular team meetings to discuss updates, challenges, and improvements.
• Assign, delegate, and monitor tasks to ensure team productivity and accountability.
• Report bugs and issues to the PnT (Product & Technology) department for resolution.
• Escalate and report infrastructure-related issues to the Infrastructure Team and relevant managers.
• Provide customer feedback to improve products, services, and overall satisfaction.
• Mentor 1st Level Support and Sales agents on advanced technical topics as needed, support their technical development with the 1st Level Support Manager and the Sales Manager, and suggest training topics for them to KB Ops: QA.
• Inform and update the 1st Level Support team on widespread issues and ongoing technical problems.
• Support cross-selling and up-selling by training the team to advise customers on service development.
• Coordinate with other team.blue teams on customer-related cases, infrastructure, and tool/service improvements.
• Among other duties, periodically shall act outside basic responsibilities in order to help the company’s main target as well as develop within it.

• Strong knowledge of company policies and procedures
• Strong problem-solving and critical-thinking skills.
• Excellent time management and prioritization skills.
• Outstanding people management and leadership skills.
• Strong self-leadership and the ability to take initiative.
• Exceptional organizational and decision-making abilities.
• Excellent written and verbal communication skills in Greek and English.
• Strong collaboration skills and a team-oriented mindset.
• Strong attention to detail and expert troubleshooting skills.
• Willingness to confront and resolve a wide range of customer problems, of basic to advanced complexity.
• Good knowledge of Linux and Windows operating system environments.
• Strong understanding of web and database servers, such as Apache, MySQL, and MSSQL.
• Good knowledge of mail services, including Postfix, Dovecot, SMTP, IMAP, POP3, and Sieve.
• Experience with DNS services, such as BIND and PowerDNS.
• Expertise in control panel solutions like Plesk, cPanel and WHM.
• Familiarity with monitoring systems such as Nagios and Prometheus is a plus.
• Proficiency with CMS platforms like WordPress, Joomla, etc.
• Good understanding of Node.js, Ruby on Rails, CDN, virtualization, etc.
• Strong project management and process improvement skills.
• Excellent relationship-building and stakeholder management abilities.
• Results-driven mindset with a focus on efficiency and performance.
• Experience in handling customer complaints and feedback to drive continuous improvement.
• Strategic mindset with the ability to align team objectives with company goals.
• Strong empathy and active listening skills to enhance customer and team interactions.
• High level of adaptability to manage evolving business needs and challenges.

"Come as you are"

Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.

ESG

At team.blue, our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact? Check it out here.

Originally posted on Himalayas