About the opportunity

Contentful is hiring a Senior Manager, EMEA Technical Support as a Senior Leader within the Technical Support Organisation, you will join a dedicated support function to lead our Technical Support function as we scale and grow in line with the company's rapid expansion. As a Senior Leader within the Technical Support Organisation, you will join a dedicated support function to lead our Europe, Middle East & Africa (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.

You will be expected to work independently, work as a part of a team and partner with cross functional stakeholders to develop and maintain the integrity of the Technical / Customer Support function.

What to expect? 

• 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 Service Levels, 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 closely with Sales and Solutions/Pre-Sales teams to position the value of Contentful Technical Support and Technical Account Management during the pre-sales cycle, ensuring prospects clearly understand our support model, engagement paths and how these offerings de-risk and accelerate their adoption of Contentful.
• Collaborate cross-functionally with Product Management, Engineering, Professional Services, Customer Success to ensure that we understand our customers deeply, and are making it easier to do business with Contentful as we scale.
• Embody Contentful’s updated core values — Relentless Customer Focus, Win Together, Own It, and Be Bold — by strengthening cross-functional awareness of Customer / Technical Support and championing the needs and voice of our customers across the business.
• Provide regular management reports including progress against metrics for weekly, monthly & quarterly reviews etc.

What you need to be successful?

• 7+ years experience building and leading 24x7x365 technical support teams or similar customer-facing functions. 
• Demonstrated experience partnering with sales teams to position the value of services like Technical Support in complex SaaS pre-sales cycles.
• 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 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 organisation.
• 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.

What’s in it for you?

• Join an ambitious tech company reshaping the way people build digital experiences
• Full-time employees receive Stock Options for the opportunity to share in the success of our company
• Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
• We value Work-Life balance and You Time! A generous amount of paid time off, including vacation days, sick days,  education days, compassion days for loss, and volunteer days
• Time off to care for and focus on your growing family 
• Use your personal annual education budget to improve your skills and grow in your career
• Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties 
• An annual wellbeing stipend to care for your physical, financial, or emotional health
• A monthly communication phone/internet stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.