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Help Desk Manager

3 weeks ago

Copenhagen, Copenhagen, Denmark Claimlane Full time
Job Responsibilities

As a Help Desk Manager, you will be responsible for managing our help desk operations, including handling all inbound requests from customers via phone and email.

You will work closely with cross-functional teams to ensure that customers receive timely and effective support. This includes building a scalable support setup using modern tools and creating an easy-to-use Help Center to promote self-service solutions.

Key Responsibilities:

  • Manage our help desk operations, including handling all inbound requests from customers via phone and email
  • Work closely with cross-functional teams to ensure that customers receive timely and effective support
  • Build a scalable support setup using modern tools
  • Create and maintain an easy-to-use Help Center to promote self-service solutions
  • Share client feedback with the product team and help improve the product
  • Help the product team make the product more maintainable and more self-service
  • Configure and maintain client accounts
  • Ensure that the rest of the customer-facing team can work with minimal disturbances during the day
  • Develop a deep understanding of the product and effectively communicate the value to customers

Requirements:

  • Obsessed with delivering value to customers & users
  • Comfortable guiding people through technical issues via email and phone
  • Able to navigate SaaS platforms with ease and see the bigger picture
  • Strong ability to work independently as well as part of a team
  • Professional communication skills in English
  • Positive, optimistic, and have a get-shit-done attitude
  • Have a builder mindset, this role requires handling the day to day but also building a scalable setup at the same time

About Us

We're a rapidly growing B2B SaaS scale-up that fixes complex claims and returns processes for top retailers and brands like Matas, Coolshop, GANNI, and Hummel.