We’re looking for a Customer Solutions Manager to lead our support team and enhance customer service delivery in our Lisbon office. In this role, you'll get a chance to work with our awesome customer solutions teams on driving performance, developing talent and improving customer satisfaction.
If you’re someone who thrives in a fast-paced environment, enjoys mentoring others and has a passion for service excellence, we’d love to meet you!
Your new adventure:
- Manage a team of customer support experts to deliver outstanding service to our users
- Monitor customer-facing operations, including communication channels, backlogs and staff schedules
- Handle high-sensitivity escalations like account disputes, customer complaints and priority clients
- Conduct regular quality assurance checks to ensure top-notch support
- Spot training needs and deliver tactical training to team members or individuals as needed
- Provide ongoing performance feedback and guide team members on their development paths
- Collaborate with senior managers to remove performance obstacles and promote a culture of excellence
- Track absenteeism and adjust daily tasks accordingly for optimal resource allocation
- Ensure fair workload distribution across the team
- Respond directly to customers via in-app messaging and email for at least one hour each month
- Contribute to recruitment processes as a hiring manager
- Identify trends, create troubleshooting guides and suggest new processes and tool improvements
- Take ownership of departmental projects that drive innovation and efficiency
Does this sound like you?
- Experience in customer support or service management
- Proven experience in leading support teams and coaching individuals for growth
- Fluency in English
- Strong knowledge of customer service tools and processes
- Confidence in handling escalations and conflict resolution
- The ability to manage time and priorities effectively
- A talent for clear, empathetic and solution-oriented communication
- A strong can-do attitude, great communication skills and openness to feedback
- A goal-oriented mindset and the ability to stay calm under pressure
- Skills in project management and cross-functional collaboration
- Passion for providing exceptional service and mentoring others
- Familiarity with CRM software is a plus
- A degree in business, management or a related field is a plus
Why Pipedrive?
- People-first culture - Be part of a team that values authenticity, champions collaboration, and supports each other—no egos, just teamwork. Work alongside top talent from around the world in an inclusive space where different perspectives fuel our best ideas. Everyone is welcome
- Unlock potential - Push boundaries, take ownership, and experiment with the latest technologies as we enhance our AI First Vision. We empower bold ideas that drive real change
- We’ve got you - Your well-being matters. Enjoy flexible hours, wellness perks and SWAG. Think performance-based bonuses, 28 paid leave days, well-being days, compassionate leave, and even pawternal leave—because we take care of ourselves and our people
- Grow with us - Whether through mentorship, coaching, or internal mobility, we invest in helping you unlock your potential. Open, honest feedback and clear communication are at our core. We grow together through trust and accountability
- Packed with purpose - Help 100,000+ small and medium-sized businesses grow and succeed while doing meaningful, customer-driven work
Pipedrive is an equal opportunity employer. We encourage diversity in the workplace regardless of age, gender, race, religion, disability, sexual orientation, gender identity or veteran status.
Please note that for this role we’re currently unable to offer relocation assistance or visa sponsorship.
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If this is something for you, send us your resume (in English) or a link to your LinkedIn profile and please add why we should pay extra attention to your application.