Customer Service Manager Lisboa

Customer Service Manager
Lisboa
Lisboa, Lisboa, Portugal

Embraer Services & Support (Defense & Security)
We are currently seeking to recruit a Customer Services Manager for our EMEA Defense Aftermarket Services and Support organization.
Location: Lisbon Area, Portugal.

Customer Services Manager
This person will be responsible for managing customer accounts and aftermarket contracts within this account, with support from our contracts administration team.
The role holder will establish and maintain long term relationship with customers, interfacing with
- and
- ranking levels on armed force and government. The role holder will be responsible for managing the contracts with the customer, with support from our contract administration team. This person will be responsible for the account financial and operational results and for customer satisfaction.

MAIN TASKS & RESPONSIBILITIES
Develop trustful relationships with customer. This person will be Embraer main point of contact for customer.
Coordinate with customers and internally lead the account team on the actions related to the contracts and overall support and services, keeping track of operational and contractual KPIs.
Oversee account results (customer satisfaction, Embraer delivery performance, financial results, sales) and act internally (at Embraer) and externally (with customers) to maximize results and customer satisfaction.
Reports customer trends and captures market trends and other relevant information about the region/ customer.
Actively participates in local customer events and conferences.

PROFILE OF THE SUITABLE CANDIDATE:
Business management or engineering degree or equivalent.
5-8 years of experience in the customer support or airline industry (maintenance, engineering).
Fluent Portuguese and English, both written and spoken, is a must.
Superior written and verbal communication skills and ability to successfully liaise at all levels of the organization as well as with external parties.
Superior routine management and leadership skills.
Project Management, financial and contractual skills.
Ability to work both on technical and commercial topics, assuring the proper connection between the operation and contractual topics.
Knowledge of aviation and ideally some knowledge of Embraer products and their components is desired.
Knowledge of public hiring processes, legal, defense industry is also desired.
Able to work in a dynamic, deadline driven environment with many complexities. Flexible, has a sense of urgency and customer support orientation are key character attributes to be successful;
Available to travel at short notice, conduct international missions.
Candidates must be eligible to reside and work in EU.

Customer Service Manager

Hoje

We are currently seeking to recruit a Customer Services Manager for our EMEA Defense Aftermarket Services and Support organization.

Location:
Lisbon Area, Portugal.

Customer Services Manager

This person will be responsible for managing customer accounts and aftermarket contracts within this account, with support from our contracts administration team.

The role holder will establish and maintain long term relationship with customers, interfacing with
- and
- ranking levels on armed force and government. The role holder will be responsible for managing the contracts with the customer, with support from our contract administration team. This person will be responsible for the account financial and operational results and for customer satisfaction.

MAIN TASKS & RESPONSIBILITIES

• Develop trustful relationships with customer. This person will be Embraer main point of contact for customer.
• Coordinate with customers and internally lead the account team on the actions related to the contracts and overall support and services, keeping track of operational and contractual KPIs.
• Oversee account results (customer satisfaction, Embraer delivery performance, financial results, sales) and act internally (at Embraer) and externally (with customers) to maximize results and customer satisfaction.
• Reports customer trends and captures market trends and other relevant information about the region/ customer.
• Actively participates in local customer events and conferences.

PROFILE OF THE SUITABLE CANDIDATE:

• Business management or engineering degree or equivalent.
• 5-8 years of experience in the customer support or airline industry (maintenance, engineering).
• Fluent Portuguese and English, both written and spoken, is a must.
• Superior written and verbal communication skills and ability to successfully liaise at all levels of the organization as well as with external parties.
• Superior routine management and leadership skills.
• Project Management, financial and contractual skills.
• Ability to work both on technical and commercial topics, assuring the proper connection between the operation and contractual topics.
• Knowledge of aviation and ideally some knowledge of Embraer products and their components is desired.
• Knowledge of public hiring processes, legal, defense industry is also desired.
• Able to work in a dynamic, deadline driven environment with many complexities. Flexible, has a sense of urgency and customer support orientation are key character attributes to be successful;
  
• Available to travel at short notice, conduct international missions.
• Candidates must be eligible to reside and work in EU.

Customer Service Manager

Hoje

We are currently seeking to recruit a Customer Services Manager for our EMEA Defense Aftermarket Services and Support organization.

Location: Lisbon Area, Portugal.

Customer Services Manager

This person will be responsible for managing customer accounts and aftermarket contracts within this account, with support from our contracts administration team.

The role holder will establish and maintain long term relationship with customers, interfacing with
- and
- ranking levels on armed force and government. The role holder will be responsible for managing the contracts with the customer, with support from our contract administration team. This person will be responsible for the account financial and operational results and for customer satisfaction.

MAIN TASKS & RESPONSIBILITIES

• Develop trustful relationships with customer. This person will be Embraer main point of contact for customer.
• Coordinate with customers and internally lead the account team on the actions related to the contracts and overall support and services, keeping track of operational and contractual KPIs.
• Oversee account results (customer satisfaction, Embraer delivery performance, financial results, sales) and act internally (at Embraer) and externally (with customers) to maximize results and customer satisfaction.
• Reports customer trends and captures market trends and other relevant information about the region/ customer.
• Actively participates in local customer events and conferences.

PROFILE OF THE SUITABLE CANDIDATE:

• Business management or engineering degree or equivalent.
• 5-8 years of experience in the customer support or airline industry (maintenance, engineering).
• Fluent Portuguese and English, both written and spoken, is a must.
• Superior written and verbal communication skills and ability to successfully liaise at all levels of the organization as well as with external parties.
• Superior routine management and leadership skills.
• Project Management, financial and contractual skills.
• Ability to work both on technical and commercial topics, assuring the proper connection between the operation and contractual topics.
• Knowledge of aviation and ideally some knowledge of Embraer products and their components is desired.
• Knowledge of public hiring processes, legal, defense industry is also desired.
• Able to work in a dynamic, deadline driven environment with many complexities. Flexible, has a sense of urgency and customer support orientation are key character attributes to be successful;
• Available to travel at short notice, conduct international missions.
• Candidates must be eligible to reside and work in EU.

Customer Service Manager

We are currently seeking to recruit a Customer Services Manager for our EMEA Defense Aftermarket Services and Support organization.

Location: Lisbon Area, Portugal.

Customer Services Manager

This person will be responsible for managing customer accounts and aftermarket contracts within this account, with support from our contracts administration team.

The role holder will establish and maintain long term relationship with customers, interfacing with
- and
- ranking levels on armed force and government. The role holder will be responsible for managing the contracts with the customer, with support from our contract administration team. This person will be responsible for the account financial and operational results and for customer satisfaction.

MAIN TASKS & RESPONSIBILITIES

• Develop trustful relationships with customer. This person will be Embraer main point of contact for customer.
• Coordinate with customers and internally lead the account team on the actions related to the contracts and overall support and services, keeping track of operational and contractual KPIs.
• Oversee account results (customer satisfaction, Embraer delivery performance, financial results, sales) and act internally (at Embraer) and externally (with customers) to maximize results and customer satisfaction.
• Reports customer trends and captures market trends and other relevant information about the region/ customer.
• Actively participates in local customer events and conferences.

PROFILE OF THE SUITABLE CANDIDATE:

• Business management or engineering degree or equivalent.
• 5-8 years of experience in the customer support or airline industry (maintenance, engineering).
• Fluent Portuguese and English, both written and spoken, is a must.
• Superior written and verbal communication skills and ability to successfully liaise at all levels of the organization as well as with external parties.
• Superior routine management and leadership skills.
• Project Management, financial and contractual skills.
• Ability to work both on technical and commercial topics, assuring the proper connection between the operation and contractual topics.
• Knowledge of aviation and ideally some knowledge of Embraer products and their components is desired.
• Knowledge of public hiring processes, legal, defense industry is also desired.
• Able to work in a dynamic, deadline driven environment with many complexities. Flexible, has a sense of urgency and customer support orientation are key character attributes to be successful;
• Available to travel at short notice, conduct international missions.
• Candidates must be eligible to reside and work in EU.

Gaming Player Support Project Manager

PLEASE APPLY WITH A CV AND A COVER LETTER

WHO WE ARE

Trans
Perfect Gaming is a global team of passionate gamers offering
- class player support, community management, testing, localization, cybersecurity,
- development and more.

Valuing innovation and teamwork, we're driven by our love of gaming. Our mission is to make every game enjoyable as our teams break language barriers and develop inclusive player communities.

Together, we can create immersive experiences that resonate with players worldwide.

WHAT WE ARE LOOKING FOR

Are you passionate about games and project management? Do you have the strategic mind and leadership skills to ensure the success of a large 24/7 team covering over 10 languages? As a Player Support Project Manager at Trans
Perfect Gaming, you will be key to maintaining our high standards and fostering a positive team atmosphere.

Your role will include striving to improve team performance and ensuring strong KPIs, with a focus on CSAT, QA, and productivity. You will also manage client expectations to exceed their needs.

RESPONSIBILITIES

• Reporting & Analytics : Design, maintain, and deliver regular Google Sheets based reports and agent journals covering quality, productivity, and player satisfaction.
• Client Relations : Serve as the main point of contact, ensuring client satisfaction through
  - level communication and providing actionable insights.
• Team Leadership : Lead by example, training managers by demonstrating best practices. Oversee and coordinate all team members involved in your projects.
• Performance Management : Regularly review team performance through
  -
  - one feedback sessions. Utilise performance data to identify and nurture future leaders.
• Recruitment & Training : Select, interview, and onboard new team members at all levels. Set criteria for and supervise project tests and training programs.
• Process Improvement : Actively seek and implement methods to enhance project efficiency. Recommend new tools, processes, or policies to boost overall performance.
• Risk Management : Develop and implement solutions for potential challenges identified through project data. Advise on operational risks and capacity issues.
• Documentation : Ensure all project information is meticulously documented and clearly communicated to clients.
• Stakeholder Collaboration : Collaborate with internal and external stakeholders to align project goals and ensure successful outcomes.
• Technology Integration : Stay updated with the latest technologies and tools in the gaming industry to incorporate innovative solutions into the support process.
• Budget Management : Effectively manage project budgets to ensure
  - efficiency while maintaining high quality.
• Crisis Management : Promptly handle escalations and crisis situations to maintain client trust and project stability.
• Compliance & Security : Ensure all support processes comply with relevant legal, regulatory, and security requirements to protect client and player data.

THE IDEAL PROFILE

• A deep passion for mobile games with a solid understanding of how gaming communities work.
• Highly skilled in Zendesk, Google Workspace, Discord, Teams, and Slack.
• At least 3 years in a similar management role with proven experience managing teams of over 50 members.
• Comprehensive understanding of GDPR and data privacy regulations within team operations and client interactions.
• Demonstrated ability to achieve high CSAT levels through effective team management and client relations.
• Proactive approach to
  - solving and strong analytical abilities, with experience in designing, maintaining, and delivering detailed reports using Google Sheets.
• Exceptional leadership skills to inspire and manage a large, remote team and excellent communication abilities for managing client relationships.
• Excellent organisational and multitasking abilities to handle multiple projects simultaneously in a dynamic,
  - pressure environment.
• Experience managing a multilingual team operating 24/7, with the ability to adapt to changing environments efficiently.

WHY JOIN US?

• Be part of an
  - winning, multilingual gaming services company.
• Enjoy the flexibility of remote work while staying connected to a dynamic team.
• Work on exciting projects with some of the leading game developers in the industry.
• Opportunities for career growth and development in a
  - paced, innovative environme