At Slack, our mission is to make people’s working lives simpler, more pleasant and more productive. Our Customer Experience team lives this every day, by providing wonderful experiences to our customers. We have a healthy roster of Fortune 500 companies that rely on Slack for their day-to-day communication, and they have highly customised support needs. Our customer experience team's top priority is to make our customers successful and ensure that their experience using Slack is a pleasant and productive one.

As a Customer Experience Manager in our International team, you will lead and manage a team responsible for bringing Slack’s legendary customer support to our customers. You will take on the role of strategist and mentor, helping your team remove every barrier to work transformation a customer may face.

What you will be doing

• Provide personalised and proactive support to agents and our global customers.
• Motivate and empower your entire team to reach their goals.
• Encourage confidence by setting direction, displaying integrity, and moving toward team goals.
• Work with the regional management teams to forecast, hire, retain, and support a team that loves coming to work every single day.
• Develop relationships across the entire organisation at Slack to advocate for the best customer experience possible.
• Lead change effectively using strategies that honour the mission and culture of the Global Customer Experience Team.
• Supervise and drive metrics that ensure the quality of our service.

What you should have

• A fluency in French or German is preferable.
• Experience building, leading, and running a team that cares deeply about the success of its customers.
• Genuine curiosity about the happiness, well-being, and success of everyone on your team.
• Prior experience leading customer support for a SaaS-based web application and you know how to do it well.
• Have experience collaborating with peers and forming agreement across cross-functional teams.
• Operate at a high level and hold yourself and your team accountable for results.
• Identify areas where resources fall short of needs and provide thoughtful and balanced solutions to benefit the team.
• Skilled at explaining problems succinctly and clearly.
• Strong, confident, and exacting writer and speaker. You communicate your vision and roadmap optimally to a wide variety of collaborators.
• Ability to work out of our Dublin office.
• Degree or equivalent experience