Regional Customer Support Manager in Dresden bei Solera

Solera

The Role

Customer Support at Solera is in a period of positive change. We are re-organising our regional international teams into a functional organisation aligned to our vision of becoming “One Solera Customer Support Team, relentlessly focused on customer satisfaction. We continuously simplify and improve what we do”. This is an exciting opportunity to join the leadership team to facilitate and deliver this change taking the Customer Support function to a better place.

We are looking for a Customer Support Manager experienced at managing customer service teams across multiple Eastern European countries. We require a regional manager to support country-based teams through the transitionary period ensuring the day-to day delivery of KPIs and SLAs while also supporting with process improvements and changes. Managing teams across multiple countries who are supporting a wide range of products you will ensure exceptional levels of customer satisfaction by ensuring that team members have the skills, knowledge and drive to perform. A skilled communicator capable of speaking multiple languages would be ideal for this role as team members are located in a wide range of countries.

What You’ll Do

Support the Regional Head of Customer Support with organisational design and implementation of the change programme
Ensure that KPIs, SLAs and assignments are delivered above target across a specific set of countries
Plans to ensure that the right resource is in the right place at the right time.
Identify skills gaps in team members, administering appropriate training, coaching and performance management to ensure they are qualified to perform
Regular interactions with senior managers across the business (mainly Operations, Development, Sales and HR functions) to resolve issues
Influence thinking and gain buy in to changes and initiatives
Handle escalated customer issues, working with teams to resolve and review if regular problems occur
Identify, recommend and implement process and product improvements
Coach and performance manage teams using a clearly documented continuous improvement approach
Performance reporting, analysis and improvement
Take responsibility for all duties relating to compliance policies (i.e. GDPR, ISO, etc)

What You’ll Bring

A track record of successful performance in Customer Support and team management roles across multiple countries
Experience of key participation in successful change management programmes
A skilled communicator, engaging and inspiring with a clear ability to influence people at all levels
Fluent in English essential. Other languages desirable
Disciplined in the application of operating models and performance standards to ensure consistently high levels of customer service
Decisive, challenging and influential when it comes to problem solving
Used to working across different territories day-to-day and delivering results
Assertive in the implementation and monitoring of processes
A problem solver who can encourage and motivate teams for change
Likely to be degree level educated though not essential
Experience of automotive and insurance industries desirable
Fluent in English essential. Any Eastern European Language desirable