Customer Experience Manager (Tech Support) - EMEA
Apply for the Customer Experience Manager (Tech Support) - EMEA role at SourceWhale.
About Us
SourceWhale is a recruitment productivity platform that centralises all daily recruitment activities in one place without the admin burden. It is designed to help recruiters book more meetings, secure more interviews, and make more placements by providing a unified workspace for executing outreach across multiple channels. We integrate with everything recruiters use day to day - CRMs, emails, data providers, LinkedIn - and with our best‑in‑class product, we are on a mission to be a leader in the Recruitment Technology space.
Why Us
We're a team of seriously talented, positive individuals and we invest heavily in our people - you won't feel like a number here!
Day in the Life
* Covering all aspects of inbound customer support, including diagnosing and troubleshooting customer issues and owning the end-to-end ticket cycles.
* Collaborating with Product and Development teams to diagnose complex issues and maintain communication cycle with impacted users.
* Utilising all communication tools, including phones, video calls, emails and online chat to document client interactions and communicate effectively in a timely and accurate manner.
* Collecting customer feedback and collaborating with the relevant internal teams to implement necessary improvements and guide prioritisation of product enhancements.
* Continuously and proactively expanding your knowledge of our products and services to better drive customer success.
* Creating and updating quality educational content like Intercom articles and FAQs to support automated customer support and share best practices.
Who You Are
* Customer Success or Technical Support experience in the SaaS space.
* Experience working with various CRM platforms.
* Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences.
* Strong listening and problem‑solving skills.
* Ability to work with multiple ongoing priorities and live projects.
* Ability to work cross‑functionally with distributed remote teams in a startup environment.
* Driven and proactive approach with a strong willingness to learn.
What Sets You Apart
* Experience working for a Recruitment Technology company.
* Experience with Intercom, ZenDesk, or other ticketing platform a plus.
* Strong presentation skills.
* Strong technical acumen.
Whats in it for you?
* 25 days holiday (not including public holidays).
* Macbook + any extra tech or software necessary for your role.
* Flexible business with flexible working arrangements.
* Private medical, dental & vision insurance.
* Income Protection Insurance.
* Extended mental health cover and Employee Assistance Programme (EAP).
* Compassionate leave policy.
* Monthly social events.
* First hand experience of a startup - huge ability to make an impact!
We still encourage you to apply even if you feel like you don’t meet all the criteria as you may be a match for this or other roles here at SourceWhale!
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