.Are you ready to develop the future of retail?As the world's leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive commerce.VusionGroup is a fast-growing, fast-paced retail tech company. We believe that by thinking big and working together as one team—agile thinkers, tech makers, and change agents—we can build the largest retail IoT platform in the world.Job DescriptionWe build. We create impact.As a Customer Support Manager on the After-Sales Support team, you will make a positive impact by being responsible for:Manage our Level 1 external service provider and Level 2 support: Staffing our Team, train, coach, and mentor Service Desk Specialists (Level 1). Weekly audits of Level 1/2 Support agents via listening to phone recordings and email interaction checks.Support in establishing the priorities to achieve the objectives set (productivity, quality, time, costs) and by adjusting the priorities as needed. Advising escalations from one team to another (L1-> L2, L2->L3).Coaching and leading the team to maximize customer satisfaction.Ensure the effective resolution of support requests in compliance with the organizational rules, processes, and programs in place.Establish performance objectives for team members and oversee the evaluation of individual indicators and service metrics, including call monitoring.Assume responsibility for the indicators of performance (KPI) of the team and identify opportunities for continuous improvement of processes and tools.Collaborate with managers and other departments (Sales, SE, R&D) to improve communication and unify processes across the business.QualificationsQualifications we're looking for.Experience:Minimum of 2+ years as a supervisor/team lead.2+ years of experience as a top-performing customer support agent. You must exemplify a customer-centric approach to ticket handling when coaching agents.Skills:Salesforce Service Desk Experience.Customer service experience.The ability to convey a customer-focused attitude.Proven experience in managing multiple priorities in a fast-paced environment.Proven troubleshooting skills.Strong attention to detail with an emphasis on customer service.Strong multitasking skills and the ability to balance multiple areas of responsibility as well as requests from multiple sources.Identify pain points in current processes and implement solutions.English language native; Spanish and French a plus but not required.Abilities:Excellent verbal and written communication; ability to convey complex information in a clear and understandable manner.Ability to liaise with individuals across a wide variety of operational, functional, and technical disciplines and work within a virtual global team environment.Education:Bachelor's degree or equivalent.We innovate. We help communities thrive