Customer Support Manager (all genders)

We are seeking an experienced and highly motivated Customer Support Manager to lead and manage our customer support team in Spain. The ideal candidate will have strong leadership skills, be fluent in English, Spanish, and French, and bring substantial experience in customer service, particularly in the fields of genetics, medicine, or pharmaceuticals. This role will involve overseeing daily operations, ensuring the highest level of service for our customers, and driving continuous improvement in support processes.

• Lead the Customer Support Spain department, ensuring excellent customer service standards are maintained across all channels.
• Oversee and optimize the daily operations of the team, including case resolution, ticket management, and customer satisfaction metrics.
• Develop and implement strategies to enhance customer experience and service quality.
• Mentor, coach, and develop a diverse team of customer support representatives, ensuring high levels of performance, engagement, and retention.
• Ensure the team meets performance targets and KPIs, driving continuous improvement initiatives.
• Collaborate with other departments, including Sales, Product, and Marketing, to ensure a seamless customer experience.
• Create and maintain comprehensive training programs for new hires and ongoing employee development.
• Analyze customer feedback, complaints, and support trends to identify areas for improvement and develop actionable solutions.
• Manage escalated customer issues and resolve complex problems in a timely and efficient manner.
• Stay up to date with industry trends, best practices, and customer support technologies to maintain a competitive edge.

• Languages: Fluent in English, Spanish, and French (both written and spoken) is essential.
• Experience: Minimum of 5–7 years of experience in customer support management, preferably within the genetics, medical, or pharmaceutical industries.
• Proven track record of leading customer support teams and achieving key performance indicators.
• Strong understanding of customer service software, CRM tools, and support systems.
• Ability to analyze data, generate reports, and make data-driven decisions.
• Exceptional communication and interpersonal skills, with the ability to engage with diverse teams and stakeholders.
• Strong problem-solving and conflict resolution skills.
• Experience in handling complex customer queries and managing escalations.
• Ability to work in a fast-paced, dynamic environment while maintaining a high level of professionalism.

• Prior experience in a genetic, pharmaceutical, or medical company.
• Knowledge of industry-specific regulations and compliance standards.
• Experience with multilingual and multicultural teams.

• Strong leadership and team-building abilities.
• Customer-centric mindset with a passion for improving the customer experience.
• Strategic thinker with a hands-on approach to problem-solving.
• Highly organized, detail-oriented, and proactive.

• Competitive salary and benefits package.
• Opportunities for career growth and professional development.
• A dynamic and collaborative work environment.
• The chance to make a significant impact in an innovative company in the healthcare industry.