Technical Support Team Manager (mfd)

VoCoVo WorkFromHome

Stellenbeschreibung:

VoCoVo specialises in innovative communication solutions tailored for businesses particularly within the retail sector. Our flagship products are designed to create a connected store experience facilitating seamless communication among retail staff to enhance efficiency and elevate customer service. We empower teams to collaborate effortlessly and achieve their retail goals.

With over users across more than 10000 locations in 21 countries and recognition as one of the top 100 best small‑to‑medium size businesses to work for join us on our journey!

Please note to apply for this position you must be based in Germany and have the legal right to work in Germany.

This is a hybrid role including one in‑person day each week at our Düsseldorf location.

Role Overview

We’re seeking a Technical Support Team Manager (m / f / d) to lead our technical support team and help them this role you’ll balance workloads maintain SLAs and ensure our customers consistently receive an excellent experience. You’ll also act as the key point of contact for complex issues support your teams development and help refine processes as we continue to improve and scale.

What we’re looking for

Experience in technical customer support or operations ideally leading a technical team
Confident managing a team to deliver SLAs and excellent customer service
Comfortable using productivity tools and reporting dashboards (HubSpot WorkForce or similar) to track performance
Experience supporting your team through coaching 1 : 1s and handling underperformance constructively
Able to act as a supportive escalation point for customer‑impacting issues
Familiarity with technical systems IT processes or retail / telephony tech is a plus
A continuous improvement mindset always looking for ways to make processes smoother and the team more effective
Great communicator who enjoys collaborating with colleagues across teams
Skilled at producing clear reports and dashboards for leadership
Passionate about delivering a best‑in‑class customer experience while keeping the team motivated and engaged

What you’ll do

Lead and support the team day‑to‑day helping everyone stay productive and feel valued
Motivate the team to achieve SLAs and goals celebrating wins and making success visible
Be the go‑to person for escalations ensuring issues are resolved quickly and lessons are shared
Track performance using dashboards and data spotting opportunities to improve
Work closely with other teams to provide cross functional support
Help the team deliver excellent customer experiences including some out‑of‑hours support when needed
Drive small improvements every day to make the team more efficient and effective
Support your teams growth and development making sure everyone feels empowered to succeed

Salary

Salary range: 80000 - 90000 per year

Benefits

28 days holiday per year
Company organised events
Training & development opportunities
Apple MacBook, Wireless Magic Mouse and Keyboard, monitor and headphones

Diversity and Inclusion

At VoCoVo we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued, respected and empowered to thrive. We welcome applications from individuals of all backgrounds and experiences. Our commitment is to create an environment that champions equity, innovation and collaboration ensuring all team members can flourish. Join us in shaping the future together.

We are also committed to ensuring an inclusive recruitment process so please let us know if you need any reasonable adjustments at any stage.

Company Values

Embracing VoCoVo’s VOICE Values is important to us shaping our collaborative and innovative culture.

VALUED – Our Colleagues, Customers and Stakeholders are valued; treated with respect, empathy and operate with honesty and integrity
ONE TEAM – Collaboration of all for VoCoVo’s happiness and success
INNOVATION – Our products are constantly evolving to tackle the pain points of retailers across the globe
CUSTOMER FOCUSED – Our customers love VoCoVo at every level; every interaction with us is frictionless and we are integral to their operations
EMPOWERED – Our people are empowered to do the right thing and make decisions without loads of red tape