We believe it takes great people to create a great product. That’s why our team lives our company values, and we hire based on them, too. Since 2010, Pipedrive has been on a mission to support sales and marketing teams with easy-to-use, powerful tools that make everyday work faster and easier. Today, our cloud-based software is trusted by over 100,000 companies and used in 179 countries. We have grown from a five-person team to a truly international company of over 850+ people, representing more than 50 nationalities, with ten offices distributed across Europe and the US. In 2020, Pipedrive received a majority investment from Vista Equity Partners, a global investment firm that invests exclusively in enterprise software, data and technology-enabled businesses, making Pipedrive the fifth unicorn from Estonia.
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 usersMonitor customer-facing operations, including communication channels, backlogs and staff schedulesHandle high-sensitivity escalations like account disputes, customer complaints and priority clientsConduct regular quality assurance checks to ensure top-notch supportSpot training needs and deliver tactical training to team members or individuals as neededProvide ongoing performance feedback and guide team members on their development pathsCollaborate with senior managers to remove performance obstacles and promote a culture of excellenceTrack absenteeism and adjust daily tasks accordingly for optimal resource allocationEnsure fair workload distribution across the teamRespond directly to customers via in-app messaging and email for at least one hour each monthContribute to recruitment processes as a hiring managerIdentify trends, create troubleshooting guides and suggest new processes and tool improvementsTake ownership of departmental projects that drive innovation and efficiency Does this sound like you?
Experience in customer support or service managementProven experience in leading support teams and coaching individuals for growthFluency in EnglishStrong knowledge of customer service tools and processesConfidence in handling escalations and conflict resolutionThe ability to manage time and priorities effectivelyA talent for clear, empathetic and solution-oriented communicationA strong can-do attitude, great communication skills and openness to feedbackA goal-oriented mindset and the ability to stay calm under pressureSkills in project management and cross-functional collaborationPassion for providing exceptional service and mentoring othersFamiliarity with CRM software is a plusA 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 welcomeUnlock 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 changeWe’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 peopleGrow 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 workPipedrive 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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