Customer Support Manager (B2B)

You will be part of the Post-Sales area at Fourvenues, a department composed of three main divisions:

• B2B: the area you will lead, focused on managing and servicing our clients.

• B2C: Specialised customer service support team, mainly focused on the end client and brand reputation (Google Reviews and Trustpilot).

• Account Managers: team responsible for account management, business development, and expansion of active clients.

Within the B2B area, you will lead a team currently composed of 11 people (and growing). You will manage profiles such as:

• Coordination: responsible for prioritizing and tracking internal and external incidents.

• Customer Success: expert advisors who work alongside Account Managers in handling high-complexity strategic clients (TIER 0).

• Customer Support: rotating team ensuring near 24/7 coverage for our B2B clients.
  Your mission will be to ensure the highest quality of service, continuous process improvement, and team growth, with a focus on data, processes, and operational efficiency.

Responsibilities

• Lead, develop, and grow the B2B team.

• Build and monitor KPIs for performance, service quality, and efficiency.

• Ensure proper management of high-value accounts, in close collaboration with Customer Success and Account Management.

• Optimize processes, workflows, and internal coordination to sustainably scale the service to new markets.

• Support team training and development in acquiring product knowledge.

• Act as a key point of contact between the B2B area, senior management, and other departments such as product, operations, and support.

• Solid experience leading B2B teams, ideally in SaaS, Customer Success, or Post-Sales environments.
• Ability to build, interpret, and manage business, service, and operational KPIs.
• Strong leadership skills: planning, prioritization, people development, motivation, and complexity management.
• Analytical profile, detail-oriented, and committed to continuous improvement.
• Ability to learn and adapt in order to gain deep knowledge of a technical and complex product.
• Strong communication and stakeholder management skills at all levels.
• High level of Spanish and English (other languages are a plus).
• Experience in fast-growing or scale-up environments is a strong plus.

• Competitive salary compensation, focused on attracting and retaining high performance profiles.
• Annual bonuses for those who significantly contribute to Fourvenues' success.
• A vision and team that will inspire you to excel and reach the next level in your career development.
• Continuous training we want you to stay at the forefront of technology and grow your skills through regular internal training.
• MacBook laptop and high-resolution monitors to maximize your potential.
• Hybrid work model (3+2). Three days in the office and two days remote, if that’s where you feel most productive (although we’re confident our great team and atmosphere will encourage you come into the office more frequently)
• Flexible working hours. Organize your workday between 8:00 AM and 8:00 PM, as long as you meet scheduled commitments.
• Private health insurance to promote your peace of mind and well-being.
• Optional flexible benefits plan, such as dining, childcare, transportation, and discounts with major brands.
• Extra vacation days for special occasions like birthdays, holidays, or unique events.