Senior Support Manager

About ROLLER

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers through a full suite of venue management features, including ticketing, point-of-sale, CRM, self-serve kiosks, memberships, digital waivers, and more. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - just to name a few!

At the heart of ROLLER is our team - which consists of 200+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. But most of all, we love what we do, and we are looking for like-minded people to join us on this amazing journey!

About the Role

We seek a passionate Senior 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 the 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 excellent 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:

• Versed in ticket deflection practices and support scalability strategies.
• Develop and refine operational processes, workflows, and best practices to reduce ticket handling times.
• Drive operational efficiency and high performance by monitoring the daily workloads of team members and making adjustments to ensure ticket coverage and phone capacity.
• Strong project management skills to ensure timely delivery on projects and be an agent of change within the support organization.
• Experience designing support operations and processes for a mission-critical application or customer in crisis scenarios.
• Ensure efficient handling of support tickets and cases, monitoring SLAs, response and resolution times, and maintaining a high level of customer satisfaction.
• 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.
• Assist in leading the Weekly Support meeting in your region and support team member 1-on-1s.

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 Director of Support to generate insightful reports for senior management.
• Well-versed in Google Sheets / Microsoft Excel with the ability to create and enhance common Support Center formulas and metrics to make impactful business decisions.

Knowledge Management:

• Work with the Knowledge guild to identify knowledge base documentation and resolution frameworks to help generate content to upskill support team members and educate the customer base on how-to/troubleshooting content. You will work with your team to deliver assigned work.

Collaboration and Communication:

• Collaborate closely with the Director of Support, additional Sr Managers from other regions, Managers, Regional Support Leads, and other stakeholders to align on strategies, share best practices, and ensure consistent support delivery across regions.
• As the Sr Manager of EMEA you will have managers within the region that report to you. You will have experience managing other managers.
• 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:

• You must have experience working in a similar role within a SaaS or POS Payments business.
• 5+ years of leadership experience building and leading teams.
• Strong leader of leaders, with experience managing 1st-line managers.
• You will be located in London.
• Formal IT qualifications are required, 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!

• Attractive compensation package and benefits.
• You get to work on a category-leading product that customers love in a fun, high-growth industry! Check our Capterra and G2 reviews.
• Paid time off (PTO), sick days, and paid holidays.
• 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).
• 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers.
• 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 well-being, access to coaching, education modules, weekly webinars, and more.
• Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.
• Individual learning and 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 our Director of Support

You will get to meet with our Director of Support 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. Technical Skills & Management Assignment

You will demonstrate your skills during this session. You'll be given a prompt in advance and will present your slide deck to the Director of Support, VP of Customer Experience and a Support Manager.

5. Offer

If all lights are green and the fit feels right, we’ll conduct reference checks and you'll receive an offer to join!