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Technical Customer Experience Manager
2 weeks ago
About Enartia (part of )
Enartia comprises Papaki and Top.Host, recognized leaders in the .GR domain registration and web hosting services in Greece. We operate in a fully remote setup, offering you the freedom to work from home. Our vision is to make online business simpler by empowering companies, mainly SMEs, SoHos and freelancers with WOW online solutions. We utilize the power of the Internet to make daily life easier and more productive for everyone through innovative, reliable, and friendly services. We provide top-quality services to our customers, and at the same time, aim to create innovation and change.
Job Overview
We're looking for a Technical Customer Experience Manager to drive customer satisfaction and loyalty by improving support interactions, managing the customer lifecycle, and promoting cross-selling. You'll lead and coach 2nd Level Support, Migrations, and CX Ops: Training & KB teams, while collaborating closely with 1st Level Support, Sales, and CX Ops: QA. Key responsibilities include analyzing feedback, reducing support contacts, improving processes, and developing training resources. This role blends strategy, leadership, and teamwork to deliver a seamless, high-quality customer experience.
Responsibilities:
Lead and coach the 2nd Level Support, Migrations, and CX Ops: Training & KB teams, fostering collaboration, service quality, and a positive team culture.
Ensure effective communication of strategy and updates across teams, while promoting motivation, well-being, and alignment with company values.
Collaborate cross-functionally with Legal, DPO, Infrastructure, Sales, and other teams to resolve customer issues, ensure compliance, and support process improvements.
Oversee and enhance Managed Services (Hosting & IaaS), handle complex support cases, and continuously improve team operations and efficiency.
Drive training, knowledge sharing, and quality assurance in partnership with the CX Ops: QA and KB teams, supporting team growth and customer satisfaction.
Monitor team performance, assign tasks, conduct evaluations, and provide feedback while ensuring accountability and high productivity.
Represent the team in cross-brand collaboration, share best practices, and contribute to product and service improvements through customer feedback.
Support the broader business by occasionally taking on responsibilities outside the core role to help the company grow and evolve.
Skills & Qualification:
Proven leadership and team management abilities.
Excellent communication skills in both Greek and English.
Strong problem-solving, critical thinking, and decision-making skills.
Solid technical knowledge of Linux/Windows environments, web/mail servers (Apache, MySQL, Postfix, etc.), DNS, and control panels (Plesk, cPanel).
Familiarity with monitoring tools (e.g. Nagios, Prometheus) and web technologies , Ruby on Rails, CDN, virtualization).
Experience with CMS platforms (WordPress, Joomla, etc.).
Strong project management and process improvement capabilities.
Ability to handle complex customer issues with empathy and efficiency.
Strategic, adaptable, and results-driven mindset.
"Come as you are"
Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.
ESG
At , our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact?
LI-CC1Department
Customer Experience
Locations
Heraklion - Crete
Remote status
Fully Remote
Seniority
Mid-Senior level
LinkedIn Company Name
