Global Technical Support Team Manager

At SD Worx, we are looking for energetic people to join our team. With us, you get the chance to showcase your talents and grow like never before! Ready, set, apply!

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and Mauritius. Our goal? We bring people solutions to life and turn HR into a value source for our clients and their people.

Our people solutions span the entire employee journey, from salary payment to attracting, rewarding, and developing talent. Are you ready to join us?

About the role:

Supervise and lead the Customer Care team to ensure efficient, responsive and continuously improving customer service. Ensure the coordination, skills development and proper management of incidents and support processes.

Which tasks can you expect?

• Lead the Customer Care team and promote a positive working environment for the consultants.

  Manage and prioritize incidents: ensure optimal ticket distribution among customer care consultants.

• Ensure the ongoing development of the functional and technical skills of team members.

• Collaborate with the Implementation, Product, and Managed Services teams to ensure effective communication and collect the necessary information and documentation needed for consultants to carry out their tasks successfully.

• Create and maintain team cohesion through regular, structured and empowering team building activities.

• Participate and contribute to the management of the Support/Customer Care department.

• Evaluate the performance of team members and participate in the recruitment process.

• Ensure the implementation of the Support process in line with best practices and drive its continuous improvement to improve customer service.

• Apply knowledge, skills and technical expertise to provide support to the payroll consultants and/or end customers as per agreed SLAs.

• Ensure responsive and rapid resolution of incidents.

• Act as SDW SPOC towards customers for escalations related to the work of the Support team bringing internal teams together to work on customer topics where necessary.

• Work closely with SDMs and / or Operations Managers on ensuring customers are getting the right level of support.

• Drive automation and use of AI to optimise the team’s effort and capacity

  Implement effective knowledge strategies to improve knowledge of the team as well as internal and external customers.

What do you have to offer?

• Proven experience in managing a support team in a similar setting

• Knowledge of industry standards 'IT service management'. An ITIL certification would be a plus

• Knowledge of software development concepts and cycles

• Excellent analytical and problem-solving skills

• Excellent command of SQL

• Good programming skill is a plus

• Excellent communication skills (written and oral) in French and English

• Experience in payroll or HRIS environment would be a plus

• A proven people coach, skilled at driving the growth and development of junior consultants.

• Good communication skills to build constructive and effective relationships with payroll consultants/customers

  
  What do we have to offer?

• Leaves: all types of leave granted from day 1 (annual leave, sick leave, study leave, maternity/paternity leave, wedding leave, compassionate leave). Eligible for seniority leave after 3 years

• Insurance benefits: Medical insurance fully paid by SD Worx for you and two dependents (children up to 18 years old). Option to upgrade available. You are also eligible to enroll your parents in your medical insurance at a subsidized rate

• Monthly fixed transport allowance

• No deduction for using the company’s transport after work

• Eligible for a mobile voucher, redeemable at one of four suppliers, renewable every 3 years

• Fixed internet allowance for home use

• Career break option

• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)

• Yearly performance review with remuneration review

• Yearly company bonus

• Car loan: subsidized interest facility

• Referral program

• Learning opportunities: through an individual development plan and professional training

• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!

Please be informed that upon successful completion of the interview process, you will be required to submit a recent Certificate of Character, and you will undergo a background check as part of our standard legal procedures.

From many places, we work as one, moving from better to best together.

SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.