Your job will be to organize, develop and lead a passionate and dedicated team of supporters and to provide excellent support on our world-leading web presence platform to our professional partners around the world.

Mono Solutions is looking for a skilled and self-motivated individual to lead our world-class technical support team in Copenhagen.

You will join our dynamic and rapidly growing software company serving thousands of small and medium sized businesses (SMBs) with our world leading online presence platform (30+ markets – mainly Europe and North America).

Your job will be to organize, develop and lead a passionate and dedicated team of supporters and to provide excellent support on our world-leading web presence platform to our professional partners around the world.

ABOUT THE JOB

As Service Desk Manager, you will lead a team of both 1st and 2nd/ 3rd level supporters. Your daily job will consist of both hands-on problem solving and team management. Your goal will be to drive quality and to ensure both structure and consistency in the team to enable us to work smarter, not harder. You will participate in partner communication, technical problem solving and ensure consistent and quality support.

The support team is backed by a talented and agile development team to fix product-related issues raised through the support desk channels. As Service Desk Manager you will also work closely with other teams like Marketing, Account Management and Product to ensure communication alignment externally and internally.

The main support communication tools with our partners are Atlassian JIRA and Slack.

YOUR RESPONSIBILITIES

• Team management
• Daily technical platform (Mono Platform) support for our reselling partners
• Management of support queue and expedition/solving/escalation of issues (bugs and questions) raised by our reselling partners through JIRA
• Handling of domain-related issues
• Documentation of frequently asked questions and answers
• Ensuring consistent communication backed by the Mono Support Manifest

WHAT WE EXPECT

• You have previous and proven experience with team management and customer support in a similar, SaaS-based environment
• You are self-motivated and a structured person with a “can-do” approach who is not afraid to take initiative to investigate, research and find solutions
• You are service minded - always placing the customer at the center of your attention and communication
• You communicate excellently in English both written and verbal 
• You are technical minded
• You are analytical and pay attention to detail – you are thorough and make sure issues are resolved properly
• You are a team player - we have a great team spirit and help each other when needed
• You are ok with flexible working hours as we cover many time zones

IT WOULD BE AWESOME IF...

• You have former experience with web technology and understand DNS and domain issues 
• You have experience with Atlassian JIRA
• You have previous and proven experience working with 2nd level SaaS support
• You have a technical background of some sort related to websites

WHAT'S IN IT FOR YOU?

• A fast-paced, exciting and international work environment
• Awesome colleagues from 13 (and growing) different nationalities
• A salary matching your skills and expertise
• Great catered lunch every day
• Team building events, social activities and Monthly Friday bars
• A great place to work with excellent facilities and creative office space
• A challenging and interesting task portfolio