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Customer Support Manager

Spain, Catalunya [Cataluña], BarcelonaCustomer Success

Job description

Our story, your future story

At Holded, we believe there is a different way to manage companies. An easier way. More effective. Better.

It all started in 2016. Our founders, Javi Fondevila and Bernat Ripoll created Holded with the vision of reinventing the concept of ERP.

Our mission is to consolidate our position as the leading cloud ERP in Spain, creating a smart business management solution that covers all areas of business. We replace manual processes with intuitive software to run and automate the business operations, covering Invoicing, Accounting, HR, CRM and Projects & Inventory management.

We know that big goals need a great team. That's why we're looking for passionate people who work everyday to be the best at what they do. Join our team of +140 employees and let's reinvent how we do business!

The Role

We are looking for a high-energy Customer Support Manager for the Spanish market to join our Customer Success Department.

As a Customer Support Manager, you will:

  • Manage & monitor KPIs and SLAs to quickly identify and drive action

  • Review performance of support representatives, and provide feedback for improvement

  • Develop processes and procedures to improve efficiency and ensure top-class service

  • Overseeing new employee onboarding and providing trainings & career development

  • Holding regular 1:1s to ensure your team members have adequate support with problem-solving and career development

  • Constantly collaborate with multiple teams and contribute to building the Customer Success “brand” across our entire organisation.

  • Ensure that best in class service is given to customers by mastering customers’ feedback analysis and taking the right actions to constantly improve our service

Job requirements

About you

  • You have a Bachelor Degree (Business Administration or similar)

  • At least 3 years of experience leading and scaling a Customer Support team

  • Ability to think strategically and to lead

  • Experience in providing customer support

  • High analytical skills

  • Strong client-facing and communication skills

  • Track record of success hitting KPIs and achieving/exceeding team, department and business goals

  • You have a proactive attitude, you are a go-getter

  • You are a Spanish native speaker and you have good English level

  • You are a Digital Native

Extra Awesome

  • You have experience as an Accountant

  • You have experience working in a SaaS company

  • You have experience designing training programs for CS teams

What it's like to work with us

  • Permanent contract

  • Flexible working hours

  • Short work-day on Fridays

  • Free catered lunch

  • English/Spanish classes

  • Referral program

  • Continuous Training: annual budget for training for each employee

  • Fully equipped kitchen with snacks, drinks, and fresh fruit.

  • Top-notch work equipment

  • Office in front of the sea with ping pong, pool table, PlayStation…

  • Interesting projects and a great work environment

  • An excellent opportunity to grow with the company

  • Discounts on a gym membership

At Holded, we do things a bit differently. There’s no corporate nonsense, and no old-fashioned hierarchy. Instead, we work in self-sufficient, autonomous teams. Think of them as start-ups within a start-up that learn from each other.

We didn’t start Holded to be another software company. We started Holded to be epic, and you will be part of it.

This might not be the job for you, but perhaps you have a friend who would be a perfect fit. If so, send them this link: