Technical Support Manager
About ZigZag Global
If you’ve made an online return with Zara, Selfridges or Boohoo there’s a good chance you’ve already been introduced to our award-winning SaaS platform. We’re an eCommerce returns business, that has been on a mission to build the best retail returns and post-purchase solution since 2015. Today, more than 100 companies across 130 countries use the ZigZag platform to help reduce the cost, friction, and impact of returns.
We’re passionate about streamlining the returns and post-purchase experience for our clients and their customers. Helping our clients to become more sustainable and profitable in the process.
In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.
We believe we have the chance to genuinely challenge and disrupt the industry, so come and join the ambitious and caring team hell bent on building the world’s most innovative, and helpful returns experience possible.
About the role
At ZigZag our clients mean the world to us. We have a passionate and dedicated support team who work tirelessly to keep our clients and their customers happy and working successfully with our platform. We are looking for an experienced Support Manager to be the lead of this team, looking after our 1st and 2nd line support. You will bring fresh ideas to the team, and have a vision for how to grow and scale our support offering to be ready for the next few years of life in a fast paced scale-up. You are passionate about delivering good service, and will be a good bridge between our technical functions and client success stakeholders.
What you’ll be doing
- Leading our technical support function, directly managing our Level 1 & 2 team leads and indirectly our support engineers
- Helping to build a strategy for the future of support at ZigZag
- Identify and build SLAs, processes and policies to help us deliver top class service
- Help us commercialise our support offering, looking for opportunities to add value to our clients and improve the experience for their customers
- Encourage the learning, development and growth of the team
- Help define our support tech stack, including knowledgebase, ticketing and helpdesk software
Requirements
What you’ll need to be successful
- 3+ years’ experience in managing technical support teams - ideally supporting a SaaS platform, retail tech or other software solution
- You don't need to be technical, but you must be able to manage technical people. It would be beneficial to have some experience of supporting a SaaS solution built in the Microsoft dotnet stack
- An understanding of how to keep clients happy, and manage important stakeholders under pressure
- Experience working with international and offshore teams
- Know what a good software support team looks like and have a vision for how to implement it in a busy, high growth business
Benefits
- Competitive salary
- 24 days holidays + bank holidays + additional day holiday after every full year of service (up to 5 additional days)
- Flexible work options – fully remote or hybrid options – depending on office location
- Flexible working hours – to provide work life balance
- Pension Plan
- BUPA Private Medical Insurance
- Employee referral bonus scheme
You’ll join a brilliantly diverse group across Europe. We believe a business is strongest when its teams are both inclusive and diverse. We recognise and aim to challenge everyday biases, remove obstacles to inclusion and ensure all our people can thrive and be themselves.