Technical Customer Support Manager

Ready to join an exciting journey?

We're a dynamic and innovative scale-up transforming the IoT landscape. At Factbird, we're revolutionizing data collection and production monitoring, dedicated to crafting engaging products that boost efficiency and profitability by streamlining production processes.

Join a team that is passionate about providing exceptional experiences, collaboration, and mutual respect. We embrace bold ideas and inject fun into our work while driving impactful innovations. The potential for growth and learning knows no bounds here. You'll play a pivotal role in our product development team, collaborating closely with teammates and top customers worldwide. Join us and be part of something extraordinary!

At Factbird...

• We are nice!
• We’re Collaborative. We’re in this together!
• We’re Solution-Focused. For every problem, we’ve got a solution!
• We’re Understanding.
• We Celebrate Individual Contributors.
• We are committed to creating a diverse and inclusive global workplace, which encourages you to achieve any goals you may have while having fun along the way! 

Here's what you'll be up to: 

• You'll be our technical troubleshooter, ensuring our customers have smooth experiences with hardware, software, and networks.
• Help us build our support playbook from the ground up.
• Keep detailed records of support activities and system configurations to ensure everything runs smoothly.
• Ensure our IT systems follow all the rules, laws, and best practices out there.
• Lead end-user training sessions on hardware, software, and basic troubleshooting techniques.
• Get to the root of technical issues by offering effective Tier 1 troubleshooting help to our customers.
• Write clear and structured service tickets, ensuring quick resolutions through diligent follow-up.
• Keep an eye on our Net Promoter Score (NPS) and find ways to make it even better.
• Improve our customer engagement practices by analyzing and enhancing our support activities.
• Collaborate with our customer success team to create awesome onboarding materials.
• Take charge of updating and maintaining our help center content to keep it fresh and helpful.
• Gather and analyze customer insights to continuously improve our services.

About you

You are fond of getting into things, especially when things evolve quickly. Connecting with people is your forte, whether it's through emails, online chats, or good old-fashioned phone calls. Setting goals and working hard to achieve them is second nature to you, and you thrive in a supportive environment where dedication is recognized and celebrated.

As the Customer Support Manager at Factbird, you will oversee customer satisfaction and have the opportunity to build and train your own team of 3 to 4 part-time colleagues in the dynamic field of tech support. Your role is to ensure that our cloud and hardware solutions provide a consistent customer experience throughout Danish business hours, while also managing your amazing team in the US.

We see customer experience as a secret weapon that sets us apart from the rest. If you feel the same way, are super into customer experiences, pay attention to the nitty-gritty details, and are eager to dive in and make customers rock their experience, you might be the perfect fit we're searching for!

What makes you a great fit? 

• Educational background in computer information systems or similar fields (bachelors, AP degrees).
• Minimum of 3 years of experience in customer support or troubleshooting roles.
• Hands-on technical/troubleshooting experience.
• Experience with CRM, ticketing, and bug-tracking systems (Zendesk).
• Strong customer support experience as well as interpersonal skills with internal and external partners.
• Ability to prioritize and plan out time between various activities. Executes more than one activity or task simultaneously and delivers on performance targets and expectations.
• Ability to influence clients effectively while troubleshooting.

The Factbird Story

Factbird originated from the Emendo consulting group, recognized for its prowess in lean manufacturing and process optimization. While our roots are deep in this heritage, we have charted our unique course, standing at the forefront of manufacturing intelligence software today. 

At Factbird, we pride ourselves on delivering plug-and-play hardware that can be installed in minutes. When paired with our innovative web-based software, our solutions provide you with insights accessible from any device, anywhere. 

With our presence in over twenty-five countries and offices in Denmark and the United States, we are scaling significantly across the globe. Currently, we have a team of 50+ talented employees based in Denmark, the United States, Germany, and Sweden dedicated to our mission, and our system is used by 200+ manufacturers worldwide daily. 

At Factbird, we care about our people. Here's what we're offering:   

• Employee Equity Program: because we believe in sharing success with our team. 
• Flexible working hours: we know life can be unpredictable, and we want to help you balance your work and personal life. 
• Internet reimbursement  
• You choose your gear; this includes your company phone, laptop, and other accessories. 
• Plans for career growth, tailored training, mentorship, and cross-team cooperation—we are committed to helping you achieve your career goals. 
• Great and structured onboarding—we will give you the tools you need to succeed. 
• Tuesday run with our coach Ole, and Thursday morning yoga sessions at the office.  
• Factbird days and companywide retreats  
• An international, diverse, and inclusive culture: our team includes people from sixteen different countries, and we value everyone's unique perspective and background. 

Excited to be part of the Factbird Team?

Join us on the journey to redefine data collection and production monitoring! Apply today and spread the word to anyone who might be a great fit!

At Factbird, we thrive on fresh perspectives and embrace those who ask the questions that drive innovation. We're all about constant improvement and exploring new horizons. Come as you are and be part of our supportive community that encourages each other to excel.

Our interview process starts with a chat with our recruiter, followed by engaging discussions with our Product Development team and a final meeting with our Chief Product Officer. Throughout, you'll also get the chance to meet the rest of our amazing team.

Have questions? Reach out to Khristel Aparicio at [email protected]. We look forward to hearing from you and seeing how you can contribute to our dynamic team!