Yodeck→
Customer Support Manager at Yodeck in Athens, Attica, Greece
Skills
Job Description
About Us
Yodeck is a fast-growing Software-as-a-Service (SaaS) company that is laser-focused on disrupting the $23B digital signage industry. Yodeck’s affordable, easy-to-use, and feature-rich solution has been developed to democratize digital signage and empower with it any and every business around the world. Yodeck was first introduced in 2016 and now powers over 200,000 screens across every type of business from restaurants and retail stores, to schools, stadiums and conference halls. Yodeck is now in the top 5 of digital signage SaaS platforms in the world, and we are looking for curious and smart people to drive even faster!
About the Role
Own day-to-day Customer Support operations at Yodeck so customers, partners and resellers get fast, correct and friendly help across ticket, live chat and phone. Lead and develop the agent team, own the shift rota and coverage, and hold the team's CSAT and responsiveness numbers.
What You Will Be Doing
Lead and coach the Customer Support agent team: onboarding, 1:1s, performance reviews, handling underperformance
Own hiring for the team, from assessment through final call
Own the Customer Support shift rota including night, weekend and holiday coverage, and keep it fair and sustainable
Own team KPIs and report trends in volume and sentiment to leadership
Manage ticket routing, macros and escalation paths in Intercom
Build and refine workflows for common cases: player setup, screen connectivity, scheduling, licensing, billing
Run ticket QA so answers are measured for correctness, not only speed
Act as escalation point on high-stakes or angry customer situations
Flag where automated answers fall short or hand off badly, to the owning team
Partner with Technical Support on escalations needing deeper platform or network troubleshooting
Work with Sales, Customer Success and Product on recurring issues and customer insight into the roadmap
Contribute to internal documentation and support playbooks in Slite
3-5 years leading a customer support or service team, ideally in SaaS
Track record of developing agents, not just managing them: onboarding, coaching, handling underperformance
Experience owning support metrics and defending them, including changing how a team worked to move a number
Comfortable as escalation point on angry or high-stakes customer situations
Experience running or working inside a team with shift coverage, including nights and weekends
Comfortable working cross-functionally with Revenue, Product and Technical Support
Fluent English, strong written and spoken
Nice to have
- Experience with Intercom or a similar helpdesk and CRM stack
- Exposure to hardware, networking or digital signage
- Experience building support documentation or playbooks from scratch
- A second language used with customers
Major Challenges
Holding CSAT and responsiveness targets while an increasing share of first-touch conversations is handled by automation owned outside this role
Maintaining fair night, weekend and holiday coverage without burning out a small team
Balancing speed metrics against answer correctness, where optimizing one degrades the other
Hiring and retaining agents into shift work in the Athens market
Breadth of the problem space: hardware, network, scheduling, licensing and billing all land in the same queue
Competitive salary
Company-wide bonus scheme and a great stock option plan
Award-winning workplace, recognized as the Best Workplace
Hybrid Work From Home policy
Office gym, nutritionist, and meal vouchers
Individual training budget for professional development
Private medical insurance plan
Fun and collaborative start-up environment (with amazing offices!)
Flexible working arrangements
Commuting expenses
Equal opportunity and workplace diversity
*As part of our dedication to the diversity of our workforce, Yodeck is committed to Equal Employment Opportunity. Our people are our strongest asset and we acknowledge that all we have achieved so far is the solid outcome of our people’s contributions.*https://apply.workable.com/yodeck/j/EF2D86D127/apply/