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 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.
#LI-Hybrid
#LI-MM1
We’re on the lookout for a customer solutions manager to lead and develop our customer-facing support team in our customer solutions department.
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.
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