Service Delivery Manager

Passionate about the latest trends in Tech?

What if you had a chance to be a part of the world's leading Hardware, Software, or SaaS solutions? Take your chance to become a mediator between our company, a group of our clients, and support teams.

Join our team as a Service Delivery Manager to provide high-level quality service for famous worldwide well-known companies. Get the most agile digitalized training and emerge into technical, and business knowledge of a product to provide a seamless experience for users all over the globe.

Excited? Let's see what it takes

What you will do:

• Take part in the new clients' integrations;
• Simultaneously manage clients from a diverse list of industries;
• Maintain constant communication with support teams and clients;
• Make sure that support processes in teams are built according to the company's and clients' standards (KPIs/SLAs/QA);
• Assist clients with improving their customers' support experience, incl. strategic planning and product development analysis;
• Maintain security standards within teams and also on the client's side;
• Proactively mediate and resolve any clients' and consultants' concerns etc.;
• Monitor service quality via internal or external Quality Assurance platforms;
• Monitor team discipline and ensure corporate culture within the team;
• Generate and maintain internal product documentation, ensure that legal and financial agreements are upheld by clients;
• Assist with hiring ideal candidates for your clients, train Team Leads, and set training for consultants;
• Help talented people from your teams grow and develop professionally;
• Work with diverse cultures and countries, and meet wonderful people;
• Find a permanent place to grow professionally;
• Be a leader, not a manager.

What you need to succeed in this role:

• Fluent in English (C1-C2 levels);
• 1+ years of experience in a similar position;
• Proven experience in team management is required;
• Critical thinker and problem-solver (worked with various professional business tools such as Keynote, PowerPoint, and Excel);
• Experienced with Intercom, Zendesk, Freshdesk, Hubspot, Aircall, or any other customer support platform and their analytics dashboards;
• Knowledgeable in Key Performance Indicators and SLAs in customer support or has familiarity with data analysis and statistics;
• Team player who worked on cross-departmental projects for further service delivery enhancements;
• Skilled in time management and has experience working with time management platforms (Wrike, Monday, Asana, Jira etc.);
• Having great interpersonal and communication skills (knowledge of Google Suite and/or Zoom functionality), excited about communicating with people;
• Excellent at organizing and multitasking, being able to work with several clients at the same time;
• Having a track record of taking responsibility;
• Love people and new technologies.

Benefits and Perks:

• Business hours;
• Opportunity to work fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Good bonuses for referring friends;
• Paid intensive training and probation;
• Work-life balance;
• Responsive management interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

Who we are:

SupportYourApp is a Support-as-a-Service company that provides secure technical, customer support, and CX services for tech companies around the globe.

We work with clients from over 30 countries and speak over 60 languages.

Since 2010, we've become an industry leader in premium outsourced customer support and turned global with 8 hubs around the world. 

We treat our team like our clients, surrounding them with unlimited care, an individual approach, and a wholesome positive experience. 

We welcome people with various backgrounds and experiences. Grab the chance to join us and send your CV in English, pointing out your outstanding skills

Visit our website: 

* We are a multinational company with unbiased views. The assessment of candidates is not affected by such characteristics as race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of employment opportunities and benefits.