Hey, you! 👋 Looking to shift your career from the technical side into something more people-centric?

Our team at Refined is looking for a Support Team Manager to take on a key role in our growing SaaS company! This is a versatile role with interesting responsibilities and motivating goals.

We are passionate about maintaining work life balance without compromising your career development. For example, we are open to candidate, if you are looking for 80–100 % working hours.

Ready to hear more? We’re excited to share more!

Let’s start with the 3 main aspects of the role – does this sound like you?

Within this role, you will get to utilize your technical know-how, grow and develop your team as a people leader, and improve our SaaS product towards future scalability.

1️⃣ Team leadership for the Customer Support team

In the role, you would primarily be a team manager with responsibility for a team of 7 Support Engineers. Your role is to guide your team to success, and help them in their tasks and troubleshooting, when needed.

Customer satisfaction and support are something we’re deeply passionate about at Refined. We develop site building tools to customize familiar applications (Jira and Confluence) into branded intranets, knowledge bases, documentation sites and support desks with no code needed. While our tools are easy to use, we want our customers to feel that whatever challenges, questions or bugs they might have are resolved quickly. We want our customers to feel heard, be met with empathy and leave happy.

The support team strives for quality over quantity – there’s no specific number of tickets to resolve per employee, but a SLA to meet. The tickets vary in complexity – It’s an interesting mix of technical support with a touch of customer success. Developing and finding great KPI’s for your team around how to measure success in a meaningful way is also something you could leave your handprint on as a team manager.

Want to hear more about what it’s like to work at Refined in Customer Support & Success teams? Here’s what our Customer Success Manager Raj says>>

2️⃣ Acting as a customer advocate within Refined

Our philosophy is that our customers make our product. The second aspect of your role is to act as an advocate for our customers. Getting valuable information from the support tickets and delivering it to the product teams developing our products further.

This means that you will be a key person in tackling the silos and being a bridge between the customer support team and the product teams. While 80 % of your job is within the support team, you will also collaborate closely with Product Managers, Product marketing and growth teams to share your valuable customer insights. You’ll be an integral part of teamwork, the goal of which is to develop our product and further grow our business.

3️⃣ Ensuring that our support function is running smoothly and it can scale

Our team is getting ready to continue our growth journey. You would make sure that the support function can scale under your management. Scaling means more customers, and for the support function, it means more versatile support tickets. In the future, we will have a lot of different kinds of customers with different backgrounds and needs. This leads to many different types of interaction and communication styles.

From your perspective, this means also making sure that your team has the necessary skills to help our versatile customers globally. For example this would mean building a learning & development strategy for your team to update their skills.

Reasons why you would enjoy working with us

This career step would be an overall smart choice for you. In the B2B SaaS business, Refined offers customized packages for large companies in a scalable way: the subscription model guarantees a steady cash flow, predictability, a good financial situation, and smart growth. As our business grows, there are career growth and development opportunities for you as well.

Our team is a curious, creative, ambitious bunch, and we’re passionate about the software we build and the users it serves. We believe that thoughtful design and constant iteration can drive better outcomes for us and for our customers. Our culture is also defined by responsibility, equality, diversity, work-life balance and treating our people well. We emphasize mindset and values when recruiting new team members.

Critical recruitment criteria in this role:

• Professional verbal and written English skills

• Previous experience in leading and managing a team

• Experience in Customer Support, highly technical background

• Experience in B2B environment
  

Practicalities, benefits and salary

• The salary in this role ranges between 5–6K EUR depending on your know-how.

• This role would be based in our Helsinki office as our support team is located in Finland. The rest of the team is located in Malmö, and we also have people in Brazil, New York, Croatia, The Netherlands and Portugal.

• We have flextime, flexible working hours and generous policies for new parents.

• Our work is built to be remote: alongside building strong in-person collaboration, our flexible work-from-home policy means that teams agree together how often to come into the office (usually 1-2 days a week). Twice a year we gather as a whole company to build in-person relationships.

• Read more about the benefits and what working with us looks like>>

Sounds good? Want to hear more?

Yay! 💪 We’re looking forward to hearing from you! Don’t hesitate to contact us and learn more about joining our team. If you don’t have any further questions at this point, apply by Oct 8th by leaving your application through this page.

If you’re thinking of applying – we encourage you to do so sooner rather than later, as we will start going through the applications as they come in, and we’re looking to fill this role as soon as we find a mutual fit.

What to expect after sending in your application?

• Our recruiter Jesse will be your first point of contact, and will keep you up to date on the process. Should you have any questions, feel free to reach out to Jesse at jesse.helin@refined.com.

• During the process, you’ll first have a short call with Jesse, and after that, you’ll get to meet the team (Our COO Janette and other team members) in two separate discussions.

• Finally, after the discussions, we’ll make you a personal Growth Plan on how to grow your career with us next & a job offer.

• Welcome to Refined – we are looking forward to working with you!

We are building a diverse, inclusive, and authentic workplace. If this role excites you, but your past experience doesn’t align with every qualification, please apply anyway. You may be just the right candidate for this or other open roles in the future as we grow our team!

We started Refined in 2009 with a simple idea: Enterprise software doesn’t have to be boring. Since then, Refined has evolved from a handy theming tool into a full-fledged site builder, helping more than 5,000 companies worldwide transform their Atlassian Confluence and Jira instances into beautiful, branded sites users love.