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Support Manager (m/w)

  • Vollzeit
  • Mit Berufserfahrung
Frühestmöglicher Eintrittstermin Juli 2014

About Centralway

At Centralway, we value people that take ownership of their work and who strive for excellence. A job at Centralway is hard work but a career with us also rewards intelligence, commitment and creative thinking. If you thrive in intense, rapidly-changing environments and are fascinated by technology then we look forward to hearing from you.

Centralway is a high­ performance machine. Our teams span all of the key technology and business areas. They ensure the rapid implementation of our industrialised processes. We firmly believe that professionalised working breeds success. You will be working with us in Zurich in close collaboration with teams of engineers, designers, investment analysts and many other experts in order to push our products forward.

Your Role

  • Responsible to maintain and scale the support processes
  • Effectively solve customer inquiries using Zendesk
  • Identify, troubleshoot and resolve issues encountered by customers
  • Analyse trends in customer issues and suggest improvements to processes, policies and products
  • Report bugs to the technical teams and keep users informed of status updates
  • Collect customer feedback and feature suggestions
  • Provide the Numbrs team with innovative suggestions on improving processes and the product
  • Interact with other teams and be a part of the process with positive and helpful reviews
  • Get to know our product and technology inside out in order to offer fast solutions to our users
  • Ensure proper workflow tracking (JIRA) and documentation (Confluence)
  • Analyse trends in customer issues
  • Manage the day to day operation of the entire support department
  • Conceptualise and document new reports to provide structured insight into user feedback
  • Build the foundation for a data-driven product development
  • Develop and report on an extensive real-time reporting dashboard to be shared within the company
  • Collaborate with other teams to build reports based on other insights and data
  • Leadership:
  • Clear communication of tasks and expectations in line with company culture and goals
  • Coaching of team members and facilitating their personal development by proactively requesting their input and feedback
  • Ensure high quality standards of your teams output and continuously motivate them to reach the goals
  • Collaborate with cross-functional teams to define, design, and implement (new features)
  • Identify and fix bottlenecks and problems in order to ensure execution
  • Documentation and structure of all department-related information

Our Requirements

  • Bachelors Degree holder or relevant experience in the business field
  • Experience with customer relationship management
  • Quick to learn and fast to adapt to changing environments
  • Versatile and eager to tackle new problem with a can-do attitude
  • Keen desire to help people and improve user experience
  • Empathy is a key trait
  • Great analytical skills
  • Excellent communication skills and organisational skills in English and German
  • Passionate about technology and willing to develop expertise in any upcoming field
  • Previous experience with Zendesk is a plus

Our Office

  • Free healthy breakfast, lunch and snacks
  • Delicious ice cream, sweets and drinks
  • Pool table, cinema and kicker table
  • Tasty daily breakfast buffet
  • Casual dress code
  • Bring your own device or choose a cutting-edge machine
  • Friday evening beers and quarterly team dinners