What will be your mission ? ✨
As our University Support Manager, you will play a key role in managing relationships with our partner universities and overseeing our six-strong support team, including permanent staff and interns. You will mentor and manage this team, ensuring the quality and efficiency of the services provided. You will operate in a highly international and dynamic working environment that is constantly evolving.
Main tasks
Managing University Support:
- Responding to requests from partner universities concerning the use of the platform.
- Become a product expert to better assist users in understanding and using the tool.
- Provide high-quality support to end-users by email and telephone.
- Build visibility internally of Uni Support Team successes (communication of successes and best practices).
- Ensure satisfaction of critical / strategic universities (proactively share positive feedback internally) and work towards achieving a positive NPS score
Supervision and Training:
- Manage and train a team of six people, including permanent employees and trainees.
- Supervise your team's projects and tasks, providing regular and constructive feedback.
- Lead and grow a team of efficient support managers
Problem solving:
- Investigate problems encountered by users and propose effective solutions.
- Act as an intermediary between the technical teams and users to resolve problems quickly.
- Extrapolate critical topics from a ticket to identify risks, share impact and mobilize in-house teams to avoid future recurrences of the same issue.
Process Improvement:
- Propose and implement improvements to internal processes to optimize the team's work.
- Be proactive in finding new methods to improve the quality of support.
- Increase support team scalability and efficiency, product reliability and resilience
- Strengthen communication flow with Tech team to fix bugs and build awareness amongst team to become aware of bugs and classify accordingly
Project management:
- Participate in the launch and continuous improvement of tools.
- Manage your own projects to improve our business and our relationship with partner universities.
Requirements:
Interpersonal skills:
- Excellent customer relationship management, with responsiveness and a willingness to surprise customers with the quality of service.
Curiosity and technical skills:
- Curious and a bit of a geek, capable of digging to find the root cause of a bug and reproducing it.
Organisation and Priority Management:
- Rigorous, organized, with good priority management.
Teaching and Communication:
- Good teacher, patient and good listener, able to answer partners' questions.
- Excellent written and verbal communication skills.
Language skills:
- Fluency in French and English.
At JobTeaser, get ready to…
- 💚 Join a mission-driven company with a concrete impact on the new generation.
- 🌏 Share our three core virtues with our people all over Europe: #Committed, #OneTeam, #DrivEn.
- 🚀 Participate to our dynamic internal life, where all our employees can contribute (all-hands, local parties, team-drinks, day out with your team, etc).
- 🏢 Grow and develop your career with JobTeaser thanks to our strong training policy (more than 95% of our employees have been trained last year!).
- 💚 Be part to an inclusive environment when everyone can find their place
- 🏡 Enjoy our super flexible remote environment with 1 month per year wherever you want in Europe, with a home office financial support for equipment. For some positions, it is possible to be fully remote.
- 💸 Enjoy the basics: RTT, health insurance, lunch voucher card, holiday bonus, public transportation reimbursed (50%).
- 🤩 Be proud: 90% of our employees are proud to work at JobTeaser (source: Internal Take Care Survey November 2023, sent each quarter to all our employees).
Your hiring process and the next steps
In order to identify the perfect fit for us (and also for you!), we offer a comprehensive hiring process with the possibility to get to know all your future key team members, and between each step of your process, you will receive constructive feedback from our Talent team.
1. A 30-min screening call to get to know you better with one of our Talent Acquisition Specialists
An interview with your future manager to discuss about your experiences and motivations
One or several focus interviews that can include business cases to test your hard skills
A final round with your Department Head to confirm the mutual match
Welcome at JobTeaser 💚
We are committed to creating a working environment where everyone feels comfortable. We promote diversity within our teams and every application we receive is screened through a unique, pre-established, competency-based process.
