Role Overview
We are looking for a Customer Support Manager who combines structured, systems-driven process management with genuine empathy - someone who can deliver exceptional outcomes through collaborative partnerships and a relentless focus on positive customer experience.
Your mission is to lead Catchbox’s customer service strategy and drive its scalability and efficiency. You will be responsible for ensuring outstanding service quality delivered by our external partners, continuously improving service standards, and nurturing strong relationships with both sales partners and end-users.
Key Responsibilities- Outsourcing Management: Oversee the external customer support team, ensuring the highest service quality, efficiency, and alignment with the Catchbox service culture.
- Defining Standards: Develop and implement customer service standards (SLAs, KPIs), regularly audit performance, and provide feedback to the external team’s management.
- Strategic Leadership: Own the efficiency and strategic development of the full-cycle customer service process.
- Partner Relations: Maintain and develop close relationships with the company’s strategic clients and key partners.
- Data Analytics: Analyze service metrics and customer feedback to provide data-driven proposals for product and process improvements.
- Cross-team Collaboration: Act as a bridge between customer needs and Catchbox’s internal teams.
- Previous experience in customer service management (experience working with BPO/outsourcing partners is a strong advantage).
- Ability to define and monitor service quality indicators (SLA, CSAT, NPS, etc.).
- Analytical mindset and the ability to turn data into actionable plans.
- Excellent communication skills in English and Latvian; ability to argue points and lead negotiations at a strategic level.
- Ability to make independent decisions and take ownership of the final service result.
- Salary: €2,300 - €2,600 (gross).
- Motivational Bonus System:
- Monthly 1% Profit Sharing (Monthly Sales Revenue Share).
- Bi-annual bonus (totaling one extra monthly salary per year).
- Well-being & Energy:
- Health insurance.
- In-office sports classes 1 time a week.
- Paid team lunches 2 times a week.
- Convenience: Free parking directly at the office.
- Plus other Catchbox team perks and joint events!
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What We Do
Catchbox supports an exceptional audio and user experience that eliminates communication barriers and allows participants to focus on the discussion’s substance. Capture crisp audio from both the presenter and the audience with the intuitive Catchbox Plus wireless microphone system.
