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Customer Support Manager

NewVoiceMedia is in the process of disrupting one of the biggest markets in the world - business telephony. Well-funded by cloud-focused VC's, and with a management team holding a decade of cloud experience, we have a strong vision for the future and aggressive global growth plans. We are looking for exciting, passionate, innovative people to join our fast growing team and help us achieve our goals.

Role overview:

  • Manage of our overall Tier 1 & 2 techincal support function located in Poland
  • Responsible for all Tier 1 & Tier 2 support staff with 3 direct reports (Team Leaders)
  • Work as part of management team with UK & US colleagues
  • Provide senior management with regular status reports and alert management of any issues or potential service problems


  • Develop and continuously maintain well-organised 24x7 customer support team to effectively support business objectives whilst maintaining a highly productive work environment
  • Continually seek opportunities to increase customer satisfaction
  • Management of internal and external talent resources
  • Work with the Global Customer Support management team to define and track KPIs and SLAs.
  • Analyse business needs and assist with strategic planning activities
  • Ensure service levels are maintained at all times
  • Direct activities of the teams to ensure that all customer needs are handled in a professional and efficient manner
  • Promote employee development, including coaching, mentoring, and identifying opportunities for improvement in the technical knowledge, customer interaction, and overall process usage areas
  • Create a culture of ownership and accountability – ensure teams understand their objectives and are provided with the tools and guidance to be excel
  • Ensure exceptional customer service is being delivered to our customers at all times

Essential skills/requirements:

  • Min. 2 years of experience in managing a technical support team
  • Experience in product support, troubleshooting and customer service
  • Strong leadership skills and qualities
  • Understanding of customer service procedures and multi-channel customer communication;
  • Advanced MS Office skills including MS Word, MS Excel, and MS Power Point;
  • Fluency in English (both written and spoken)
  • Exceptional interpersonal skills
  • Ability to build strong relationships with the team and across the whole business
  • Willingness to learn
  • Proactive attitude

 Desired skills/requirements:

  • Knowledge of telephony/networks/carriers
  • Strong technical background
  • Knowledge of Salesforce as a case management tool

 What we offer:

  • Friendly, fast paced environment with exceptional opportunities to progress within the company
  • Excellent training along with a clearly defined career path
  • Highly competitive package including a range of benefits (multisport cart, medicover)
  • An opportunity to work within an innovative, high-growth global technology business
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