Manager, Customer Support

As a Senior Manager, Customer Support (f/m/d), you will join a dedicated support function to lead our EMEA-based team as we scale and grow in line with the company's rapid expansion. The role is not only one focused on the people, but one partnering with the wider support team globally to redefine our processes and methods as we grow. You'll be focused on getting the job done and place value of delivering/servicing excellence to our people and customers in every day-to-day activity or interaction. 

• Build, lead, coach, and mentor a team of technical support engineers, and support representatives
• Help execute a global Customer Support strategy and operational plan that delivers world-class support to all of Contentful’s users around the world, in both high-touch and self-serve formats
• Ensure consistent execution of our Support objectives as measured by CSAT, speed and quality of SLOs, and other KPI's such as Time-To-First-Response and Time-To-Resolution
• Continuously support the innovation and improvement of our Support model, processes, and tools to ensure the best possible customer experience for all customer segments
• Collaborate cross-functionally with Product Management, Engineering, Professional Services, Customer Success and Sales to ensure that we understand our customers deeply, and are making it easier to do business with Contentful as we scale.

• 3+ years experience building and leading 24x7x365 technical support teams or similar customer-facing functions. Experience in a high-growth software company is considered a plus
• Experience with optimizing and implementing incident management processes at support operations level from SLA-adherence to RCA customer-facing documentation 
• Prior experience with managing, coaching and developing team members across different geographical locations, cultures and timezones (all within EMEA)
• Demonstrated experience with handling customer escalations in close collaboration with internal stakeholders from other departments like Professional Services, Customer Success, Sales and Engineering
• Strong communications skills, both externally to customers and internally to drive cross-functional alignment
• Thrives in the midst of ambiguity, yet creates simplicity and clarity for the organization
• Given Contentful’s rapid growth, adaptability to change is a key component of the role
• Extremely collaborative, embraces working cross-functionally. Always in team-building mode, whether across the company or within their organization.

• Join an ambitious tech company reshaping the way people build digital products
• Full-time employees receive Stock Options for the opportunity to share in the success of our company
• Comprehensive health/dental/vision care package covering 100% of monthly  premiums for employees 
• We value Work-Life balance and You Time! A generous combination of a flexible time off policy, volunteer time off and paid holidays 
• 16 weeks of paid parental leave (after 6 months of employment)
• Use your personal education budget to improve your skills and grow in your career. 
• Enjoy a full range of virtual events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties 
• Share and navigate the excitement of a new workplace with your CFF (Contentful First Friend) 
• Commuter benefits and monthly bill stipend 
• Plus, Contentful socks! And other amazing swag as part of company events. Oh yeah!

Colorado Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in the state of Colorado if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example.

Colorado Salary Range: $94,000.00-$101,500

[This position is eligible for equity awards, annual bonuses, short- and long-term incentives, and program-specific awards in accordance with the terms of Contentful’s variable compensation plans.]

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