Support Manager

Job Title: Customer Support Manager – Supply Chain   

Location: Warsaw, Poland   

Company Overview: Join our dynamic team at Blue Yonder, a global leader in integrated Retail and Supply Chain Planning and Execution solutions. With EMEA operations in the UK and Poland, we are looking for an experienced Customer Support Manager with a proven background in customer support, ideally within a supply chain context, to lead a high-performing team and deliver excellence to our global clientele. At Blue Yonder, we prioritize our core values of Respect, Inclusion, Integrity, and Empathy in everything we do. 
 

Position Overview:  

We are seeking a Customer Support Manager to lead a talented team of support engineers in delivering exceptional customer service and efficient solution delivery. This role will focus on key metrics such as engineer productivity, backlog reduction, time to resolution, and overall customer satisfaction. The ideal candidate will have a strong technical understanding of supply chain solutions, acting as an escalation point and liaison between teams. They should embody a high sense of ownership and accountability, with a "Say/Do" mindset that emphasizes delivering on commitments and driving initiatives to achieve results. Excellent interpersonal and communication skills are essential for engaging effectively with customers and team members. We value curiosity and creative problem-solving, looking for individuals who can analyze case data to identify trends and improvements while merging supply chain expertise with strong leadership to manage a diverse, international team—all while consistently achieving high levels of customer satisfaction and operational excellence. Additionally, familiarity with the practical uses of GPT technology for enhancing customer interactions and streamlining support processes will be an advantage. 

Key Responsibilities: 

• Leadership & Team Management: 

• Lead, mentor, and develop a team of support engineers, fostering a culture of respect, inclusion, and professional growth.   

• Plan for team succession and create a collaborative environment that encourages diverse perspectives.   

• Act as a role model by promoting accountability and high performance.   

• Conduct performance reviews and engage in all aspects of people management.  

• Collaborate as part of a global and regional leadership team.   

• Conduct team planning meetings and measure performance against globally defined metrics to continuously improve team efficiency.   

• Collaborate with Product teams to identify application gaps and communicate customer needs for product enhancements.   

• Explore and implement practical applications of GPT technology to enhance customer support interactions and improve operational efficiency. 

• Operate effectively in a multi-cultural environment, managing both remote and on-site teams.   

• Travel within Europe as needed to meet customer needs and manage critical situations. 
   

• Customer & Stakeholder Engagement 

• Serve as the escalation point for critical customer issues, ensuring timely resolution and customer satisfaction with integrity and empathy.   

• Build and nurture long-term customer relationships, effectively communicating the value of Support Services and technical solutions.   

• Maintain customer confidence by managing expectations and resolving conflicts effectively.   
   

Key Skills & Qualifications: 

• Experience: 

• 8+ years in Customer Support or related fields within Retail, Supply Chain, or Technology sectors, with experience leading teams of 10+.   

• Understanding of supply chain management solutions, including demand management and replenishment, is a plus.   

• Awareness of Knowledge-Centered Service (KCS) methodologies is beneficial.   

• Experience in handling complex customer requirements, balancing business and technical needs.   

• Technical Proficiency: 

• Familiarity with customer support tools such as ServiceNow, Salesforce, JIRA, and Power BI.   

• Hands-on experience with cloud-based solutions (SaaS), integration systems, and data visualization tools (Power BI, SQL, etc.).   

• Knowledge of supply chain business processes is a plus.   

• Understanding the practical applications of GPT technology in customer support environments. 

• Interpersonal & Leadership Skills: 

• Excellent communication skills to engage with both technical and non-technical stakeholders at all levels.   

• Ability to motivate teams, manage high-pressure situations, and deliver customer-centric solutions.   

• Strong problem-solving, diplomacy, and influencing skills, fostering teamwork and collaboration across diverse groups.   

• Cultural Adaptability + Travel 

• Demonstrated ability to work in a multi-cultural, multi-lingual environment; knowledge of Polish work culture is an advantage.   

• Proficiency in English (written and spoken) is required; knowledge of other European languages (e.g., German, French) is a plus.   

• Willingness to travel across Europe for on-site customer engagements and team management as needed. 
   

• What We Offer: 

• An opportunity to work with global industry leaders in Retail and Supply Chain technology.   

• A highly collaborative and international work environment with opportunities for travel and cross-functional engagement.   

• Comprehensive training and mentorship programs to ensure professional growth.   

• A competitive salary and benefits package that reflects your expertise and contributions.   

• Long-term career development opportunities focused on leadership and technical skills. 

Work Location: 

Warsaw, Poland – Hybrid Role (Remote and on-site as required).