Customer Support Manager

About Us
nShift
is the leading global provider of cloud delivery management solutions (SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 460 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.

Our software is used by many of the world leading e-commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors

If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.

About You
You bring a strong track record of leading high-performing support teams across multiple locations in fast-evolving organizations, ideally within a SaaS or technology-driven environment.

You're passionate about
operational excellence
, coaching talent, and
building scalable, process-oriented support frameworks
.

You are as comfortable managing day-to-day operations as you are driving long-term strategic initiatives.

Purpose of role
We're looking for a dynamic and experienced Technical Support Manager to join our Customer Support team based in Romania. In this
hybrid role
(
up to 3 days/week
in our Bucharest office)
, you'll be responsible for ensuring high service levels while developing and executing the future support strategy for a growing and evolving team.

You will report directly to the Global Customer Support leadership and play a key role in operational performance, continuous improvement, and transformation.

This role is ideal for a results-oriented leader who thrives in fast-paced environments, builds strong cross-functional partnerships, and brings structure, consistency, and clarity during times of growth and change.

Overall responsibility

• Lead and develop a Customer Support team, ensuring timely, high-quality customer service delivery
• Set the operational direction and establish daily priorities, in line with the global Customer Support strategy
• Own and optimize support processes, ensuring efficiency, scalability, and alignment across teams
• Contribute to the expansion and structure of the team to handle increasing ticket volumes and evolving customer needs
• Drive accountability and performance through clear KPIs, including CSAT, SLA adherence, and backlog reduction
• Identify and lead continuous improvement and transformation initiatives to elevate support delivery
• Conduct regular performance reviews and coaching conversations to grow and retain talent
• Support the rollout and adoption of tooling, automation, and AI-driven improvements within the team
• Partner with Product, Engineering, Sales, and Account Management to ensure a seamless, customer-centric experience
• Participate in the quality assurance process, using audit insights to drive performance and service enhancements
• Actively manage escalations and ensure fast, effective resolution of high-impact customer issues
• Travel occasionally (minimal but required) to maintain team cohesion and stakeholder alignment

What You'll Bring

• Bachelor's degree and 5+ years in a Customer or Technical Support environment
• 3+ years of experience in a leadership role managing distributed teams
• Prior experience in a SaaS or software company is highly advantageous
• Strong knowledge of support process design and management, with a structured approach to scaling support operations
• Proven success in building and developing teams through change and rapid growth
• Fluency in English is mandatory (written and spoken)
• Excellent communication and stakeholder management skills
• Hands-on experience with support platforms and reporting tools (e.g., ticketing, telephony, dashboards)
• A proactive, data-informed mindset with a strong sense of ownership and urgency

At nShift we believe in embracing diversity in all forms and fostering an inclusive environment for everyone which we believe is essential for our continued success. We're an equal-opportunity employer which means that all applicants will receive consideration for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.