Join our dynamic team at SignUp Software, a leader in Microsoft Dynamics solutions, known for our innovative AP automation tool, ExFlow. As pioneers in invoice process automation, we help businesses around the world streamline their workflows and enhance operational efficiency. With a strong reputation for expertise, a collaborative work environment, and exciting growth opportunities, we offer an inspiring space for you to contribute to cutting-edge solutions and advance your career in tech. This role in particular will likely develop quickly and take on Support leadership responsibility

We are seeking
A Support triage manager - EMEA to be responsible for 1st Line and own overall throughput. It entails 2 specific focus areas - First, ensuring workflow efficiency, ticket reproduction quality, agent and customer enablement, data and support desk metrics. Second -contributing to customer centric processes,  driving data quality/categorisation, managing escalations and leasing with engineering, plus facilitating workload/throughput balancing.

This role requires excellent communication skills in English and other western European/Nordic language, the ability to prioritize and coordinate tasks efficiently, collaboration across teams and geographics - and a genuine interest in understanding customer challenges to provide effective solutions - both at scale and on ticket level.

Responsibilities

• Ownership of 1st Line & ensuring workflow efficiency, ticket quality, enablement & SLA adherence
• Support CSAT activities, contribute to customer centric processes & drive data quality/categorisation.
• Ownership of escalation and workload/throughput balancing
• Act as an internal customer advocate, working with teams to address any product-related challenges.
• Manage daily incident handovers to other global regions
• Monitor customer CSAT and health, addressing any risks of churn and implementing strategies to improve retention.
• Ensure CRM data quality for assigned customers
• Collaborate closely with the Customer Experience Manager and Sr. Director of Global customer care to ensure a seamless customer experience.

Required Skills

• Higher professional education (MBO) level or equivalent.
• 3-5 years of relevant experience in a customer support team lead role or similar
• Strong affinity with IT, ideally within ERP systems.
• Customer centric mindset with strong prioritisation skills, decisiveness, and proactivity.

Additional qualifications that would be a plus

• Experience with D365FO or similar ERP systems.
• Familiarity with customer success principles.

What we can offer you

• To be part of a successful and fast-growing company
• Helpful and inclusive colleagues with diverse competence, knowledge, and experiences
• A mentor to support you throughout the onboarding phase.
• Various trainings and education to enhance your professional development.
• Flexible working hours and the possibility of hybrid-remote working.
• A modern, ergonomically designed, and well-connected office in Venlo.
• Attractive benefits and working conditions, including:
  - 33 vacation days
  - Travel allowance
  - A defined contribution pension plan

Important to note

We encourage you to apply even if you don't meet every listed requirement. Research shows that individuals from underrepresented groups, including women, often hesitate to apply for certain roles unless they meet every qualification. At SignUp Software, we value diverse perspectives, age groups, and experiences. Passion and potential are just as important as experience. If you're excited about what we do and feel you could make an impact, we want to hear from you. Let’s explore together if this opportunity is the right fit for you. Interviews will be conducted on an ongoing basis throughout the process.

About us

SignUp Software was founded in 1999 and introduced ExFlow in 2003. Over the years, SignUp Software has earned a strong reputation in the Microsoft Dynamics community for its solutions in financial process automation. The solutions in the ExFlow product portfolio are built into Microsoft Dynamics 365 and utilize Azure Services, specifically designed for the “Office of the CFO” and the “Office of the COO”.

SignUp Software currently operates from Sweden (where it is headquartered), Denmark, Netherlands, Germany, Spain, UK, USA, Canada, Singapore, Malaysia, and Australia, and has over 200 employees and partnerships with more than 100 resellers worldwide. Globally, over 1,500 customers rely on ExFlow to enhance their financial processes in more than 60 countries.