Support Manager

At Future Ordering we are providing a digital ordering platform for global restaurant brands. We have for almost 10 years been working restlessly to create a platform to disrupt the global Food and Beverage industry. Today we are running in ten countries with millions of transactions per month. The company has attracted restaurant brands such as Max Burgers, Sushi Yama, Burger King, Pizza hut and KFC.

Future Ordering is growing in the European market and looking to strengthen our support organization with designated support manager role to lead our customer support team. As the Support Manager, you will play a pivotal role in ensuring our customers receive world-class service, driving customer satisfaction, and fostering a culture of continuous improvement within the team. You will oversee daily support operations, mentor and develop team members and partners, and implement strategies to enhance service quality and efficiency.

Responsibilities

• Oversee the support daily operations, ensuring timely and effective resolution of customer inquiries and issues.
• Develop and implement support policies, procedures, and standards to ensure consistent, high-quality service.
• Monitor support metrics and KPIs to assess team performance and identify areas for improvement.
• Serve as the escalation point for complex or unresolved customer issues, ensuring prompt and satisfactory resolution.
• Conduct regular reviews and feedback sessions with customers, partners and internal teams to gather insights and improve service delivery.
• Identify opportunities to enhance support processes, tools, and systems to increase efficiency and effectiveness.
• Implement training programs and knowledge-sharing initiatives to keep customers, partners and support providers updated on best practices and product knowledge.
• Collaborate with other departments to ensure seamless customer experiences.

Requirements

• Experience from a similar role.
• Strong customer service and project management skills.
• Fluent in English.

Nice to have

• ITIL Certification
• Experience with customer facing documentation best practices and requirements.

What you would get at Future Ordering

• A fair and competitive salary.
• Secure employment with retirements savings and pension plans, private health insurance and self-improvement benefits.
• Flexible workplace with the ability to work from home and on-site in any combination, depending on your situation and preferences.
  Training during working hours and competitive wellness allowance.
• 30 days of paid leave.
• A collaborate workplace culture that encourages curiousness and taking responsibility.

Welcome! // The team at Future Ordering

We are embracing you just like you are

Our team and culture is our absolute greatest asset. We want to strive for diversity, and we welcome all applications regardless of gender, gender identity, ethnicity, background, religion, sexual orientation, age or functional variation.

We are fostering a culture of curiosity, problem solving, communication and sharing our skills with each other to reach our goals together as a team. We support each other, evolve and grow together. Read more about us at futureordering.com.