Customer Support Manager - OTT, Web, Mobile

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Customer Support Manager - OTT, Web , Mobile - Amsterdam

Exciting company developing video/TV streaming platforms for mobile and web that are highly in demand is expanding rapidly and is looking to hire an experienced Customer Support Manager.

This is a pivotal role as you will be the key point of contact for customers when dealing with technical issues and solutions. You will co-ordinate communication between the technical teams and the customer to ensure that technical issues are fixed promptly and correctly.

This ideal person will have worked in a support role, ideally within the connected TV, Broadcast, mobile, web industries.

Key responsibilities:

- Own the service desk process and manage its operation.

- Support and advise customers on issues, bugs, change and feature requests.

- Manage direct day-to-day customer/supplier relationships.

- Plan the support work together with the technical teams, the project/account manager and other cross functional teams.

- Prepare the launch of support service processes for new customers and support/coach engineers

- Review and report on our Service Level performance.

- Continually improve our customer service processes.

- Work closely with our project managers and developers.

Key skills/experience required:

- Balanced service/technical/support background in the TV, broadcast or video streaming industries.

- Experience with defining service, support and test processes.

- Experience supporting, complex projects in a high-tech, high-paced development environment with multi-functional teams.

- Experience with developing and optimising QA processes and methodologies.

- Passion for web, media or telecoms technology at work or play.

- Demonstrate effective written and verbal communication

- Communicate excellently written and spoken in English

If you are interested, please contact Matt Andrews at IC Creative for more info

Key words: mobile, web, app, permanent, Amsterdam, support, OTT, video, VoD, Netherlands