Manager of Support

Customer Service · Volunteer · Den Haag, Nederland · Remote possible

Job description

Description

We are looking for a Manager of Support who will be responsible for leading the support team, including oversight of the case management system, process workflows, and escalation management. This role will establish and refine the processes, techniques, tools, and methods the technical support team uses to provide exceptional support and services to internal and external customers, ensuring services are timely and accurate daily. You have global customer service experience. A problem-solving attitude and the ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Essential Functions and Tasks:

  • Manage, build and develop a volunteer support team of varying skills and responsibilities.
  • Assess staff skills, evaluate training needs relative to required skills, and develop ongoing training programs to enhance skill development.
  • Identify support problem areas for improvement and implement corrective actions.
  • Ensure service levels are met and measure performance against them.

Required skills and experience

  • Experience in a Support management role with an understanding of working with remote teams and a hybrid working model.
  • Experience with the execution of internal communications plans and activities.
  • Experience with people management with a focus on personal development and leadership.

Nice to have:

  • Speaks fluently in Dutch.
  • Excellent written and verbal communications skills
  • Customer-service oriented with a problem-solving attitude.
  • Excellent interpersonal skills with a high level of professionalism

What do we offer

Wherever your personal goal is to make your routine as a volunteer impactful, enjoyable, exciting, and comfortable, you can choose if you want to work remotely or from our office in the Netherlands. You'll receive a set of benefits to improve your work experience. They include a flexible schedule, a multicultural environment with colleagues in the Netherlands, a vibrant and dynamic organizational culture, and free access to our online learning platform as you help build a better society.

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