At a Glance
- Tasks: Lead and optimise a team of support analysts to enhance customer experience.
- Company: Join Infor, a global leader in business cloud software.
- Benefits: Competitive salary, inclusive culture, and opportunities for career growth.
- Other info: Dynamic environment with a commitment to diversity and inclusion.
- Why this job: Shape the future of customer support while making a real impact.
- Qualifications: Experience in customer support management and strong leadership skills.
The predicted salary is between 50000 - 65000 € per year.
We are seeking an experienced Customer Support Operations Manager to lead an assigned team of support analysts and optimise support operations. This role is responsible for developing team capability, ensuring strong technical and product understanding, and driving operational excellence to improve customer outcomes. The Customer Support Operations Manager plays a key role in shaping the support organisation’s culture, fostering collaboration within the team and across functions, and proactively identifying and removing obstacles that impact team performance and customer experience. The role focuses on leadership, performance management, mentoring, and continuous improvement while operating in a customer-centric, outcome-driven environment.
A Day in The Life Typically Includes:
- Leadership & Team Management
- Lead, motivate, and coach a team of approximately 10 Support Analysts
- Set clear expectations and goals aligned with organisational objectives
- Conduct regular performance evaluations and provide constructive, actionable feedback
- Support career development through coaching, mentoring, and development planning
- Foster a positive, collaborative, and inclusive team culture
- Drive engagement and motivation by recognising achievements and individual contributions
- Ensure team members have the required training, knowledge, and enablement to succeed
- Contribute to shaping the culture of the Support organisation in line with wider company goals
- Process Improvement, Technical & Product Knowledge
- Maintain and continuously develop a solid understanding of technical and product environments
- Ensure the team has the appropriate technical and product knowledge to address customer needs effectively
- Identify, analyse, and implement improvements to support processes to enhance efficiency and effectiveness
- Develop, document, and maintain standard operating procedures (SOPs) and workflows
- Monitor key performance indicators (KPIs) and identify trends or areas requiring improvement
- Team & Customer Experience
- Collaborate closely across the Support organisation and with Product Development, Cloud Operations, and other key stakeholders
- Proactively identify recurring issues, systemic problems, and operational blockers
- Ensure the team is equipped to manage customer issues efficiently and effectively
- Monitor customer feedback and drive continuous improvement in customer experience
- Implement strategies to improve support effectiveness, customer satisfaction, and retention
- Reporting & Analysis
- Produce regular reports on support operations performance and key metrics
- Analyse data to identify trends, risks, and improvement opportunities
- Take a proactive, data-driven approach to issue identification and resolution
- Present insights, findings, and recommendations to senior management
- Plan Management
- Develop and manage the support operations plan for the assigned team
- Monitor expenses and ensure adherence to agreed plans and budgets
Basic Qualifications
- Proven experience in Customer Support or Operations Management
- Demonstrated leadership and people management capability
- Strong analytical, problem-solving, and troubleshooting skills
- Excellent communication and interpersonal skills
- Experience working with customer support tools and technologies
Preferred Qualifications
- Experience working in a high-growth, fast-paced, global environment
- Experience with data analysis and reporting tools
- Knowledge of ERP systems, Cloud technologies, or technical support environments
- Domain knowledge in Supply Chain, Manufacturing, or Warehouse Management
- Understanding of industry best practices in customer support operations
- Experience with project management methodologies
- Bachelor’s degree in a relevant field or equivalent practical experience
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn’t just solve problems; it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you’re not just building a career; you’re helping to build what’s next. Infor is a global leader in business cloud software products for companies in industry-specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organisations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organisation that creates long-term value for its clients and supporters and fulfilment for its employees. Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.
Fraud Awareness: We have been made aware of unauthorized individuals posing as Infor recruiters, including some who have made fraudulent offers of employment. Please read our guidelines and protect yourself from recruitment scams.
Software Support Operations Manager in Farnborough employer: Infor
Infor is an exceptional employer that fosters a culture of collaboration, innovation, and continuous improvement, making it an ideal place for a Software Support Operations Manager. With a commitment to employee growth through mentoring and development planning, Infor offers a dynamic work environment where your contributions directly impact customer satisfaction and operational excellence. Located in a global hub of technology and business, employees benefit from a diverse and inclusive workplace that values integrity and principled entrepreneurship.
StudySmarter Expert Advice🤫
We think this is how you could land Software Support Operations Manager in Farnborough
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially if they relate to customer support operations. We want you to show them you’re not just another candidate, but someone who genuinely cares about their mission and values.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. We suggest using the STAR method (Situation, Task, Action, Result) to structure your responses. This way, you can clearly demonstrate your experience and how it aligns with the role of a Customer Support Operations Manager.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in showing your enthusiasm for the position. Plus, it keeps you on their radar. And remember, apply through our website for the best chance at landing that role!
We think you need these skills to ace Software Support Operations Manager in Farnborough
Some tips for your application 🫡
Read the Job Description Carefully:Before you start your application, make sure to read through the job description thoroughly. It’ll give you a clear idea of what we’re looking for and help you tailor your application to highlight your relevant experience.
Showcase Your Leadership Skills:As a Software Support Operations Manager, leadership is key! Make sure to include examples of how you've led teams, motivated others, and driven performance improvements in your previous roles. We love seeing how you can inspire and develop talent!
Be Data-Driven:We value a proactive, data-driven approach. When discussing your past experiences, include specific metrics or KPIs that demonstrate your impact on customer support operations. This will show us you understand the importance of analytics in driving success.
Apply Through Our Website:Once you’ve polished your application, don’t forget to hit that apply button on our website! It’s the best way to ensure your application gets into the right hands. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Infor
✨Know Your Stuff
Make sure you have a solid understanding of the technical and product environments relevant to the role. Brush up on any tools or technologies mentioned in the job description, as well as industry best practices in customer support operations.
✨Showcase Your Leadership Skills
Prepare examples that demonstrate your leadership and team management capabilities. Think about times when you've motivated a team, provided constructive feedback, or fostered a positive team culture. Be ready to discuss how you can contribute to shaping the support organisation’s culture.
✨Data-Driven Mindset
Since the role involves reporting and analysis, be prepared to talk about your experience with data analysis and how you've used it to identify trends or improve processes. Bring examples of how you've taken a proactive approach to issue identification and resolution.
✨Engage with Customer Experience
Highlight your understanding of customer-centric approaches. Be ready to discuss strategies you've implemented to improve customer satisfaction and retention. Show that you can think critically about customer feedback and how it can drive continuous improvement.
