Support Manager

About Us 

Umain is a Stockholm based digital agency dedicated to change. We help organisations transform and grow their business by staying relevant to consumers in a fast and ever-changing world. We create value and positive impact through the design of meaningful digital product- and service experiences. We're a digital acceleration partner.

We are made up of 60 people of all ages, in a marvellous mix between coders, designers and business people. We are all from different backgrounds and different parts of the world. But what we all share is a passion for creating great work for our clients. Since 2001 we’ve been part of more than 100 innovative projects helping brands grow, creating value and increasing profit for local and global clients like McDonald’s, ICA, Espresso House, XXL, Fortum, TV4, IKEA, Autoliv and many more!

About the Role

As a Support Manager at Umain you will be the hub for all support, maintenance and SLA streams throughout our roster of clients and be the point of contact for all support agreements. You will be leading a cross functional team consisting of specialists from Design, Tech, Analytics and QA that will be working throughout different time zones and locations. 

As a Support Manager, you will have 5 primary missions:

  • To monitor and proactively improve our clients products, plan proactive initiatives together with the specialists and ensure that the products are kept relevant every single day. 
  • To plan, manage, delegate and escalate all incoming support work through our support systems, including initial triage to be able to delegate to the correct specialist. 
  • To align client and commercial expectations, be a great serviceminded liaison for all clients and sync with the Studio Directors for any ongoing and upcoming support work that might affect other work streams.
  • To lead, coach and develop the team of specialists working in the support stream. Develop structures and processes to optimize the way of work within the support stream.
  • To develop our support tool chain in collaboration with our IT and technology experts

Essentially you will be ensuring that all support and service agreements are continuously monitored, triaged and followed according to our stipulated agreements, as well as ensuring that your team is always working on the correct priorities.

Key Qualifications

We need someone with a great service mindset, who is good with context switching and knows how to prioritise both when it’s calm and when it storms - likely someone with 5+ years of experience of working as a Support Manager for digital products and services. You are a self-starter who is able to perform all the tasks and responsibilities self sufficiently with little to no supervision. Also a valid work permit and residence permit for Sweden is needed.

Knowledge and Ability

  • Planning, Monitoring and Proactive skills: You can plan the daily, weekly and monthly support work with enough room for reactive work. Continuously monitoring support products and services as well as proactively creating plans for improvements.
  • Triage and SLA Management Skills: You can do initial triage on any incoming tickets, in order to delegate them to the correct specialists
  • Service Mindset and excellent communication skills: You possess a great sense of customer service and always want to be on the forefront in handling any client requests. Excellent communication skills with an understanding of how to handle different types of situations and people
  • Context Switching, Between Proactive and Reactive: You can switch between working proactively one minute and act reactively on any requests in another. Jumping between several different clients, projects and requests every day
  • Security Knowledge: You can enforce the security standards that are applied on clients products and services
  • Support Tools and Processes: You can set up, maintain and procure the right support products, tools and services in order to have the best tool box for the Support Team. You can also draw up the processes to describe when to utilise the tools
  • Reporting and Dashboard Skills: You can create RCAs, support reports and other types of reports as well as set up and maintain dashboards for all clients
  • Great Documentation Skills: You can create elaborate documentations for all our Support Clients as well as guide others on how to best work with the projects
  • Leadership Skills: You can lead a team by setting examples, showing how tasks should be carried out and coaching the team to perform their work in an optimal way


What You Get 

Apart from being a part of a fun team, and working on innovative projects we offer a set of perks, like having breakfast together every Monday, Sharpening Hours (designated paid hours to immerse yourself in your own development), health care contribution (SATS is located right next to the office) and your own YAY-DAY! (the meaning of that you will find out during the interview).

Interested? Yay! Send in your application now. We review applications continuously and want to fill the position as soon as we find the perfect fit.

If you have any questions about the position please contact: Yosra Omar Axling yosra.axling@umain.com 

 

Or, know someone who would be a perfect fit? Let them know!

Stockholm

Ljusslingan 4
120 31 Stockholm Directions career@umain.com +46 8 601 02 02 View page

Perks & Benefits

A part from working with a tightly knit team, on innovative projects, your employment at Umain will additionally give you access to a wide range of Perks & Benefits such as:

  • Sharpening Hours

    A certain amount of paid hours dedicated to development.

  • Yay-Day

    Every year, on your birthday, you are off the hook! Take a day off and spend your birthday exactly the way you want to.

  • Benify

    A discount and perk platform with countless and very strong discounts for anything from tickets to tech gadgets and clothing.

  • Personal Educational Fund

    Every year you can spend up to 5000 kr to get certified, attend courses or lectures to even further sharpen your senses.

  • Personal Book Budget

  • Extra Vacation Pay

  • Salary Exchange

Workplace & Culture

In a giant office that's oozing with creativity, filled with music, not to mention, where the occasional nerf darts fly through the air, is where we conjure our magic. 

We have many rituals that we enjoy together, like the sporadic lego or board game evenings, video game or table tennis tournaments, and the smell of melted cheese grilled sandwiches that fill the office most afternoons. We also have the best kick-offs,  off the hook office parties, and mad AWs to brings us all together.

Already working at Umain ?

Let’s recruit together and find your next colleague.

email
@umain.com
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