Requirements: English
Company: High Potential Academy
Region: Amsterdam , North Holland
This company is shaking up the roaming industry with a bold ambition: to become the first truly loved telecom provider. Your role as Support Automation Manager They are seeking a strategic, hands-on Support Automation Manager to lead and evolve their global support operations. In this role, you will be responsible for automating customer interactions, integrating support tools with backend systems, and enabling proactive, event-driven support based on real-time signals from the network. You will own the end-to-end support journey: from infrastructure and tooling to people and processes, ensuring exceptional service for all users, including VIPs. You will also coordinate first-line support teams, manage incident response procedures, and play a pivotal role in identifying and resolving technical issues before they impact users. Design automation to streamline interactions, optimize response times, and integrate support tools with backend systems. Manage playbooks for outages and escalations, while ensuring white-glove support for VIP users. Coordinate offshore teams, ensuring high performance and alignment with SLAs, while driving continuous improvements. 2+ years of experience in technical support, DevOps, or operations (ideally SaaS, telecom, or tech). ~ Proficient in Zendesk, Intercom, and backend APIs. ~ Python, Zapier). ~ Skilled in log analysis, incident management, and troubleshooting. ~ Proven experience leading or collaborating with offshore teams across time zones. Autonomy to shape systems and teams from the ground up. Global team, flexible work environment, competitive benefits. Would you like to know more about the Support Automation Manager role or explore other opportunities? Dont hesitate to get in touch wed love to tell you more over a (virtual) coffee!