Support Manager
Support Manager
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Job Description
Xensam: SAM Disrupters
Xensam is the leading provider of AIpowered cloudhosted Software Asset Management technology. Were looking for key players to join us as we scale our impact and build the Xensam team together. We take our culture seriously and strive to maintain the excellence energy & enthusiasm that flows through the organization today.
We look for candidates who are passionate about what they do and ready to work the Xensam way. We know that experience counts but we also know that its you the person behind the experience that makes it count.
About the role
We arelooking for a dynamic and experienced Support Manager for our B2B SaaS solution to lead and scale our global support team. In this role you will oversee a team of support technicians located across multiple locations ensuring the delivery of exceptional technical support to our clients.
As our Support Manager you will play a key role in shaping the future of our support operations as we plan to rapidly scale it up over the coming years. This position requires occasional travel to our other offices in Europe and potentially the US aligning with our global expansion strategy.
Responsibilities
Team Leadership & Development:
- Lead mentor and manage a geographically distributed support team.
- Recruit onboard and train new team members as the support function scales.
Operational Excellence:
- Oversee daily operations of the support desk to ensure timely resolution of client issues.
- Develop and implement best practices for workflows tools and processes to enhance efficiency and client satisfaction.
Strategic Planning:
- Design a scalable support strategy aligned with Xensams growth trajectory and global footprint.
- Plan for resource needs training programs and advanced tools to meet future demands.
CustomerCentric Focus:
- Ensure that all customer interactions reflect Xensams commitment to excellence and innovation.
- Act as an escalation point for complex or highpriority issues while maintaining strong relationships with key clients.
Performance Monitoring & Reporting:
- Track key performance indicators (KPIs) such as response times resolution rates and customer satisfaction scores.
- Provide regular reports to senior management with insights and recommendations for improvement.
CrossFunctional Collaboration:
- Work closely with Product Development Sales and Customer Success teams to address client needs and provide feedback for continuous product improvement.
- Actively contribute to enhancing the user experience of Xensams SAM platform by relaying customer insights.
Qualifications
- Minimum of 5 years in technical support or IT service management roles.
- Exceptional leadership abilities with a proven track record of inspiring highperforming teamswith at least 2 years experience in a leadership role.
- Proven experience managing geographically distributed teams.
- Strong understanding of IT systems software troubleshooting networking and ticketing tools (e.g. Zendesk or similar platforms).
- Familiarity with ITIL frameworks or similar service management methodologies is an advantage.
- Excellent verbal and written communication skills in English and Swedish.
- Strong analytical skills to identify trends in customer issues and implement effective solutions proactively.
Bonus pointsif you have:
- Relevant certifications such as ITIL Foundation or HDI Support Center Manager (HDISCM).
- Bachelors degree in Computer Science Information Technology Business Administration or related fields.
- Experience working with support functions in SaaS or technologydriven companies.
What you get
- A dynamic position embracing freedom under responsibility.
- Three days inoffice (with remote work on Mondays and Fridays).
- Free access to beverages snacks gym facilities onsite massage shuffleboard and other games.
- If sales targets are met all employees enjoy an annual destination trip.
- Join an ambitious and diverse team and work with cuttingedge technology in the fastestgrowing SAM software on the market.
- An opportunity to shape your career growth while contributing to the companys success.
At Xensam our core values define our culture:
Rebellious: We encourage a spirit of freedom and initiative within responsibility.
Humane: We foster a caring inclusive environment that values diversity and respects individuality.
Harmonious: We promote worklife balance creating a pleasant supportive workplace.
Join Xensam for a balanced collaborative and growthfocused work environment. If youre a team player ready to thrive APPLY now!
Employment Type
Full Time
