Support Manager - EMEA

About ROLLER

ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we’re here to bring some excitement to the leisure and attractions industry and make a difference! Our mission is to help businesses operate smoothly and create fun and memorable guest experiences by providing seamless ticketing, point-of-sale, self-serve kiosks, memberships, and digital waiver processes.

But here’s the best part: our team. We’re a group of 140+ highly passionate, enthusiastic, and down-to-earth professionals located all around the world who are all working together to build something truly remarkable. We’re aiming high and believe that the possibilities are endless. As we continue to grow globally, we’re excited to write our success story and have fun along the way.

We genuinely love what we do, and we’re looking for like-minded people to join us on this amazing journey. If you’re ready to be part of a dynamic team and make a real impact, come aboard, and let’s create some unforgettable experiences together at ROLLER!

About the Role

We are seeking a passionate Support Manager to join our growing global Customer Support Team. Bringing previous experience working with Point Of Sale (POS) Payments or within a SaaS company, you will be responsible for overseeing operational performance of our team of support agents within the EMEA region. Reporting to the Director of Support, you will play a pivotal role in maintaining high-quality support services for our customers, driving operational efficiencies and supporting our awesome team of agents to enable them to work as efficiently as possible and always deliver amazing customer support experiences.

This role requires strong leadership, communication, technical and collaboration skills to ensure the team's success.

What You'll Do

Operational Excellence:

• Drive operational efficiency and high performance from your region by monitoring the daily workloads of team members and making adjustments to ensure adequate coverage.
• Ensure efficient handling of support tickets and cases, monitoring SLAs, response and resolution times, and maintaining a high level of  customer satisfaction with your region and assist with other regions when necessary.
• Provide guidance and support to team members through ticket reviews, helping them resolve complex high impact issues, escalating cases as necessary to the product team, and ensuring timely resolution.
• Develop and refine operational processes, workflows, and best practices to optimize support team efficiency and effectiveness.
• Assist in leading the Weekly Support meeting in your region and support team member 1-on-1

Customer Engagement:

• Act as an escalation point for challenging customer cases, demonstrating strong problem-solving skills and a commitment to finding solutions.

Data Analysis and Reporting:

• Analyze support metrics, trends, and key performance indicators (KPIs) to assess team performance, identify areas for improvement, and work with the Direct of Support to generate insightful reports for senior management.

Knowledge Management:

• Work with the Knowledge guild to identify knowledge base documentation, help generate content when needed and work with your team to deliver assigned work.

Collaboration and Communication:

• Collaborate closely with Director of Support and Regional Support Leads, and other stakeholders to align on strategies, share best practices, and ensure consistent support delivery across regions.
• Identify skill gaps and recommend training opportunities to enhance team members' technical skills and customer service capabilities.
• Collaborate with cross-functional teams, including Product Development and Quality Assurance, to identify and address recurring technical issues and contribute to product enhancements.

About You

You’ve been there, done that and have a bias for action and results. You know that building extraordinary foundations and positive relationships is the key to driving engagement and ensuring the strategic pieces of work land with positive impact. But you also bring:

• Experience working in a similar role within a SaaS or POS Payments business
• 2+ years of leadership experience building and leading teams
• Whilst the role can be fully remote, you will be located in EMEA region and be comfortable working that timezone
• Formal IT qualifications, bonus if you have a bachelor’s degree in a related field
• Proven experience mentoring and guiding technical support teams, preferably in a software or technology environment.
• Demonstrated leadership capabilities and the ability to motivate and inspire a diverse team.
• Strong written & verbal communication skills
• You will be very tech-savvy and able to pick up new tools very quickly
• Willing to proactively self-learn about technology and work autonomously in a fast-paced, entrepreneurial environment
• You have demonstrated experience with troubleshooting methodologies and implementing them in your workflow
• Great customer service skills; demonstrated experience is a must!
• High level of organizational skills and time management skills
• Strong attention to detail

Perks!

• You get to work on a category-leading product that customers love in a fun, high-growth industry- check our Capterra and G2 reviews.
• 4 Weeks of Annual Leave and 4 ROLLER Recharge days per year (that is 4 additional days of leave that we all take off together as a team to rest and recuperate)
• Engage in our ‘Vibe Tribe’ - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns... you name it. We're willing to make it happen!
• Team member Assistance Program to proactively support our team's health and wellbeing - access to coaching, education modules, weekly webinars, and more.
• 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers
• Highly flexible work environment with an All Access pass to WeWork depending on your location
• Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.
• Individual learning & development budget plus genuine career growth opportunities as we continue to expand!

What You Can Expect

1. Initial call with our Talent Acquisition Manager
   You'll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.
2. Interview with the Hiring Manager
   You'll get to meet with the hiring manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.
3. Loop Interviews
   This is where you will get to meet our wider ROLLER team to do a 'vibe check' on us to make sure our culture & vibe meet what you are looking for!
4. Offer
   If all lights are green and the fit feel right, we'll conduct reference checks and you'll receive an offer to join!