Support Team Manager

At Sana Commerce, we're committed to an inclusive environment and recognize that our diverse workforce is one of our greatest strengths.

It all started in 2007, with a pizza and a plan. Sana Commerce is an e-commerce platform designed to help manufacturers, distributors and wholesalers succeed by fostering lasting relationships with customers who depend on them. We're a fast-growing SaaS company that allows you to take ownership of your career.

At Sana Commerce, we're looking for a new Support Team Manager who will be in daily contact with our customers and partners. This person will make sure they receive fast, clear, and friendly support, and will help create a great overall experience for them. The role includes guiding the support team, solving issues, and making sure our customers feel heard and well taken care of.

What you'll get:

• The opportunity to make an impact at a fast-growing SaaS scale-up;
• A global and customized onboarding program (9,1/10 rated by previous hires);
• A hybrid working model – 3 days from the office, 2 days from home;

What you'll be doing:

• Escalation Management: acting as the first point of business-critical escalation for difficult topics or churn risks.
• Operational Execution: forecasting, staffing, and recruiting new talent to ensure KPI targets are met. Auditing tickets and coaching team members to ensure compliance with policies & procedures.
• Team Leadership: mentoring their team, conducting performance & compensation reviews, and cultivating career paths.
• Continuous Improvement: reviewing customer, partner, and internal feedback for trends and taking the appropriate actions to avoid or mitigate repeated shortfalls. Identifying, developing, and delivering training materials for the team.
• Collaboration: partnering across departments including Support, Product, Engineering, and Delivery to drive customer-centric resolutions and positive change management.

What you'll bring:

• At least a bachelor's degree or equivalent work experience.
• 5+ years in a Technical Customer Support leadership role across IT industry/ complex product.
• Communication skills. You speak and write fluently in English. Dutch, German, and/or Spanish are a plus. Building relationships with coworkers & clients is natural to you. Feedback is given and received openly with emotional intelligence. You understand how to translate company direction into positive messaging.
• Great organizational skills. You can manage a packed calendar with 1:1's, team huddles and meetings, customer escalations, cross-functional collaboration, dedicated time for leading initiatives, and still find time to answer emails. You always have the latest update available on the topics that matter to your team, the business, and our clients.
• Technical affinity. You are accomplished at navigating dashboards including filters, lensing, and exporting to Excel with pivot tables if necessary. AI is something that you are exploring not just for yourself but also how to empower your team's efficiency.
• Customer Service mentality as demonstrated through extreme ownership. You follow through until resolution, ensuring positive customer & business outcomes. Every interaction is a chance to identify ways to improve our processes and coach your team. You propose initiatives that will improve clients' experience while aligning with the department's strategy.
• People management. You understand how measures drive behaviors and goals lead to results. Motivating your team and resolving conflicts is second nature as you keep an open door to be approachable.

Who we are: 

So, what does it mean to be a part of the Sana Commerce team?  

At Sana Commerce, our values guide how we work, collaborate, and drive success.

• Champions of Our League. "We deliver lasting success, balancing quick wins and long-term value."
  
  We take pride in our unique product and extensive B2B knowledge and continuously strive to improve. No matter our role, we bring value every day, helping our customers and partners succeed.
• Supercharge Our Customers. "We're revolutionizing B2B commerce together, helping our customers to lead and succeed."
  
  Our customers are at the heart of everything we do. We go beyond solutions, providing the tools and support they need to grow.
• Determined to Grow. "We embrace challenges, growing and raising the bar for ourselves and our industry."
  
  We take on challenges, seek feedback, and keep learning. Every setback is a chance to improve and move forward.
• Bold Together. "We dare to be bold because we have each other's back."
  
  We collaborate across teams and time zones, challenge the status quo, and support each other to achieve the best outcomes.

Job descriptions can be tough to interpret. Even if you may not tick all the boxes, please explain your motivation for the role of Support Team Manager in a cover letter. We strongly encourage you to apply if you still feel like you are a great match for this role. Apply now