Team Manager, Customer Support - Tampa, FL

Team Viewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization.

We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive.

Are you ready to join our team and make an impact?

As the Customer Support Manager for the Americas region, you will be responsible for ensuring the highest level of customer satisfaction by managing our support team and implementing effective support strategies. You will collaborate closely with cross-functional teams to address customer inquiries, resolve issues, and drive continuous improvement initiatives.

In this role, you will oversee the daily operations of the customer support department across the Americas, ensuring consistent service delivery and adherence to company standards. You will set clear performance goals for the team, monitor key customer service metrics, and proactively communicate with customers to understand their needs and expectations. Additionally, you will be responsible for managing escalated cases, analyzing customer feedback, and identifying opportunities for process and product improvements.

The position requires strong leadership skills to foster a positive team environment and to inspire team members to achieve their full potential. You will partner with Product, Sales, and Engineering teams to provide valuable insights from customer interactions and ensure a seamless customer experience. The role also involves developing and maintaining support documentation, participating in hiring and onboarding of new team members, and ensuring compliance with all organizational policies and industry regulations.

• Lead, mentor, and develop a team of customer support representatives to deliver outstanding service.
• Provide coaching, training, and performance feedback to support team members.
• Oversee the scheduling and workload allocation to ensure coverage across multiple time zones in the Americas.
• Monitor and report on team performance using data-driven metrics such as response times, resolution rates, and customer satisfaction scores.
• Handle complex or escalated customer issues directly and serve as a point of contact for major client concerns.
• Collaborate with other regional support managers to share best practices and standardize support processes.
• Identify and implement new technologies or tools to improve support efficiency and customer experience.
• Maintain up-to-date knowledge of company products, services, and industry trends to better assist customers and enable team learning.

• Degree in Business Information Technology, Applied Computer Science, Economics, or a comparable education in the IT field with relevant experience.
• Proven experience (typically 5+ years) in customer support or service management, with at least 2 years in a supervisory or leadership role.
• Strong interpersonal and communication skills, with the ability to interact effectively with customers and internal teams from diverse backgrounds.
• Demonstrated ability to analyze data and use insights to improve team performance and customer satisfaction.
• Familiarity with customer support software (such as Fresh Desk, Genesys, Salesforce Service Cloud, or similar platforms) and proficiency with productivity tools.
• Ability to…