Customer Support Manager
at Prodevelop · Valencia
About this role
Headquarters: Valencia
- Lead and manage the technical support team.
- Supervise and improve customer service processes.
- Resolve complex incidents and ensure optimal response times.
- Coordinate with development teams to resolve technical issues.
- Implement strategies to improve customer satisfaction and loyalty.
- Analyse and report on support performance, including:
- Average response and resolution time (SLA and TTR).
- Volume and classification of support tickets.
- Customer satisfaction (CSAT, NPS, CES).
- Analysis of trends and recurring issues.
- Team workload and operational efficiency.
- Experience in managing technical support teams or customer service in technological environments.
- Leadership, problem solving and continuous improvement skills.
- Ability to work with metrics support and analysis tools (Zendesk, Freshdesk, Jira, Power BI, etc.).
- Upper-intermediate level of English.
- Knowledge in software, SaaS or technological solutions for logistics, transport or ports.
- Upper-intermediate level of French.
- Stable job position.
- Flexible working hours.
- Day off on your birthday.
- Flexible remuneration.
- Hybrid/remote teleworking.
- Life and accident insurance.
- Subsidised health insurance.
- Continuous training.
- Possibility of internal promotion.
- Professional career plan.
- Other social benefits (loyalty trip, etc.).
To apply: https://weworkremotely.com/remote-jobs/prodevelop-customer-support-manager
Why we flagged this for parents & caregivers
FlexCareers scored this listing 50/100 on parent-friendliness based on the language the employer used in their own posting. We did not see explicit parent-friendly keywords (async, part-time, flexible hours, parental leave) — but the role is fully remote, which is the baseline filter for inclusion on FlexCareers. Read the application page closely and ask about parental leave, expected meeting hours, and core overlap windows during your first conversation. Employers who answer those questions clearly are usually the ones who'll respect the boundaries later.
Questions worth asking before you apply
- What are the required core hours of overlap, and which timezone are they in?
- How is on-call or after-hours coverage handled?
- What does parental leave actually look like — duration, pay, ramp back?
- What's the expected response time on Slack / chat outside of meetings?
- How does the team handle a sick kid day or a school pickup window?
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