Aceve is in business to back the builders of society. We are the SaaS powerhouse, built by engineers, developers, salespeople, administrators, marketeers, controllers, and much more. With over 500 employees, more than 950 million SEK in revenue and extensive experience in the field, we combine tradition and tech to provide a pioneering platform that helps our customers to achieve more. 

Are you passionate about delivering world-class customer service and building high-performing teams? If you thrive in fast-paced environments where every interaction matters, we want to hear from you!

We are on the lookout for a dynamic and experienced Customer Support Manager to lead our experienced and dedicated team of 10 support consultants. You will also work closely with our other team managers, as well as collaborate with stakeholder within Sales, Product and Professional Services.

Your mission will be to lead the charge in ensuring our customers succeed by providing outstanding service, guiding your team with passion, and constantly improving our support operations. You’ll be a key player in shaping customer satisfaction, retention, and brand trust.


What will you do? 

• Lead, motivate, and manage a team of customer support consultants, ensuring high levels of performance, efficiency, and job satisfaction.
• Develop and implement processes and best practices for delivering exceptional customer support.
• Oversee the resolution of technical and non-technical support issues, ensuring that all inquiries are handled promptly and to the customer’s satisfaction.
• Monitor team performance metrics and KPIs, including response times, resolution times, and customer satisfaction ratings. 
• Collaborate with product, engineering, and other internal teams to resolve complex issues and improve product offerings based on customer feedback.
• Conduct regular performance reviews and provide coaching and training to support consultants.
• Develop and maintain a knowledge base of troubleshooting articles, FAQs, and support documentation for both customers and the support team.
• Handle escalated customer complaints or concerns, ensuring a positive outcome and customer retention.
• Ensure the support team is well-prepared and equipped with the tools and resources needed to provide excellent service.
• Track and analyze support trends, identifying areas for improvement and implementing solutions. 
• Stay updated on industry trends and best practices to ensure the support team operates at the highest standard.

Qualifications & Skills:

• Minimum 3 years as Support Manager or in a similar leadership role in customer support.
• Strong understanding of customer support principles and practices, including issue resolution, team management, and escalation processes.
• Excellent leadership, communication, and interpersonal skills. Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Strong problem-solving skills and a customer-first attitude.
• Experience with support ticketing systems (e.g., Zendesk).
• Analytical mindset with the ability to interpret data and drive improvements.

Not ticking every box? No worries! We value potential and drive, so apply anyway or connect with us- you might be just what we're looking for in our growing organisation! Join Aceve and take your expertise to the next level, together we are redefining what’s possible in craft and construction solutions!

Aceve is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our selection process is conducted continuously and without discrimination, ensuring an equal opportunity for all candidates.