Customer Support Manager at Questel
Questel is dedicated to facilitating innovation through a safety‑first, sustainable and efficient platform for intellectual property and innovation management.
As part of the Customer Experience Department, the Customer Support Manager will lead a team of IP Client Support Agents providing technical assistance on our Equinox IPMS products. The role requires deep knowledge of patent law, strong technical troubleshooting skills, and a commitment to delivering exceptional customer service with a customer‑first mindset.
Principal Duties & Responsibilities
* Lead, motivate, and manage a team of IP Client Support Agents.
* Ensure the team delivers high‑quality support services while maintaining a customer‑first approach.
* Develop and implement efficient support workflows and processes to improve team productivity.
* Oversee the resolution of technical issues related to the Equinox IPMS products, including troubleshooting software problems, systems performance issues, and user errors.
* Act as an escalation point for client queries and complex technical issues, offering guidance and expertise to the team.
* Monitor customer satisfaction and implement continuous improvements based on feedback.
* Continuously develop the team’s skills and technical knowledge.
* Track and analyze help desk performance metrics and implement improvements where necessary.
* Generate regular reports on team activities, customer feedback, and issue resolution.
* Work closely with the product and sales teams to relay customer feedback and identify opportunities for product improvements or new features.
* Communicate effectively with regional and global leadership on help desk performance, challenges and solutions.
Qualifications
* Minimum five years’ experience in SaaS customer support with a strong ability to understand and solve technical problems.
* Prior managerial experience.
* Knowledge of patent filing procedures or intellectual property in general.
* Fluency in English.
* Proficient in Microsoft Office Suite.
* Soft skills: time management, strong interpersonal, customer service, and telephone skills; autonomy and team spirit; strong problem‑solving; effective multi‑tasking and prioritization; effective written and oral communication.
What We Offer
* Full‑time permanent contract.
* Hybrid working model.
* 25 days annual leave that increases with length of service.
* Company pension contribution.
* Health and wellbeing support including a health cash plan, employee assistance counselling, and a monthly wellbeing allowance.
* Structured onboarding and continuous learning to support your success.
* Flourishing flat hierarchy that champions courtesy, honesty, and courage.
* Exciting career development paths in a supportive and ambitious company.
* Pleasant working atmosphere in a dynamic, international setting with offices across the USA, EMEA, and APAC.
* Opportunity to work with prestigious international clients (Fortune 500, CAC‑40, etc.).
Join Questel, a growing international group, and live a great human adventure!
Driven by values of entrepreneurship, respect, and integrity, Questel is committed to growth and social responsibility. We foster an inclusive, equitable workplace where all feel respected and empowered, regardless of background. Questel is an Equal Opportunity Employer, considering all qualified applicants without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or other protected factors.
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