Customer Care Manager (Hosting)

TL;DR

Customer Care Manager (Hosting): Leading and optimizing support operations for the Swiss market with an accent on team leadership, KPI monitoring, and AI integration. Focus on improving workflows for 1st and 2nd level support and coaching agents on balancing technical support with commercial objectives.

Location: Remote (Spain) or office-based in Barcelona

Company

hirify.global is a provider of domain and hosting services.

What you will do

• Manage and mentor a remote team of approximately 12 agents across 1st and 2nd level support.
• Monitor KPIs, ticket quality, and response times to ensure service excellence.
• Optimize workflows for handling customer inquiries via email, chat, and telephone.
• Coach the team on utilizing sales skills to identify upselling opportunities during technical consultations.
• Act as the final escalation point for complex technical or commercial issues.
• Lead the adoption of AI tools within the department to streamline support and enhance self-service.

Requirements

• Proven experience managing customer support teams in the IT or hosting sector.
• Deep understanding of domains, hosting, and web services.
• Native or equivalent proficiency in German.
• Fluent English and professional proficiency in Spanish.
• Experience with WordPress and applying AI to customer service workflows.
• Familiarity with the Swiss market and its customer expectations.

Culture & Benefits

• Flexible work arrangement with options for full-remote or office-based work in Barcelona.
• Focus on high-performance culture and professional growth for the team.
• Opportunity to implement cutting-edge AI tools in a real-world support environment.
• Full-time stable employment within the Domains and Administration department.