Customer Support Senior Manager

About the role

The Customer Support Senior Manager defines the vision for Customer Support, evolves the outsourced operating model and ensures high‑quality experience for customers of Youtrust, a European Digital Trust provider.

Key responsibilities

• Manage the external support provider: set performance objectives, forecast volumes, lead governance meetings and ensure SLA compliance.
• Define, monitor and evolve Support KPIs such as SLA compliance, first‑response time, resolution time, CSAT and productivity.
• Drive operational excellence by improving processes, documentation and knowledge base, and by leveraging AI, automation and tools.
• Own the Standard and Premium Support offers, defining service levels, channels and quality standards.
• Provide functional leadership across internal teams (Product, Tech, Sales) and the external partner.
• Oversee major incidents and escalations, leading remediation plans and turning recurring issues into improvement initiatives.

Required profile

• At least 4 years of experience managing Customer Support or Operations, preferably in a SaaS/technology environment.
• Proven track record managing external BPO or outsourcing partners.
• Experience handling major incidents and delivering automation or AI‑driven projects.

Required skills

• Vendor management and contractual governance.
• Performance and KPI management.
• Analytical and reporting expertise.
• Automation tools such as Zapier or n8n.
• Salesforce Service Cloud.
• Metabase.

What we offer

• OTE €70,000–85,000 per year (base €65,000–75,000 + variable €5,000–10,000).
• Meal vouchers, health and life insurance, wellbeing programs, transport reimbursement and employee discounts.
• 10 RTT days, parental benefits, volunteering day, learning budget and more.