Customer Support Manager

Global SaaS Scale-up | Series B

Lead our global customer support team

Prague, 5-day in-office ( Náměstí republiky 7, 110 00 Prague)

About CloudTalk

CloudTalk is anAI-powered business phone system and AI Voice Agent platform built for sales and support teams. It brings business calling, AI-powered call intelligence, and autonomous AI voice agents togetherin one platform, helping small and mid-sized businesses make more calls, handle more conversations, and deliver better customer experiences.

Serving customers in 160+ countries, CloudTalk isbacked by $36M in funding from leading investors, including KPN Ventures, Point Nine, and HenQ. We’re investing in making AI a natural part of every business conversation and helping companies get more value from every call.

With a team of 200 people, CloudTalk values growth, innovation, teamwork, customer focus, andhuman connection. The company moves fast, builds for the future, and cares deeply about creating products and a culture that people genuinely love.

Why Join CloudTalk Now?

We're in an era of rapid innovation, taking our top-tier communication infrastructure to the next level by integrating cutting-edge AI. Join us as we pioneer the future of business communication and drive toward $100M ARR.

Be part of one of Europe's fastest-growing SaaS companies

Lead a support org that's already AI-fluent. Our in-house chatbot deflects about half of all incoming chats, and agents work from AI-drafted replies they review and send instead of writing from scratch. You decide where AI takes on more of the queue next.

Report directly to our Head of CX, with real room to grow. As the team professionalizes, there's a clear path to owning L2 alongside L1, potentially growing your scope.

The Role

You will act as the right hand to the Head of CX and a key support pillar for the team. Your focus will be on running the daily support operation, giving the team regular feedback, keeping quality assurance tight, and owning performance management. We operate in a fast-changing, high-growth environment, so adaptability and a proactive mindset are essential. There's a lot to learn, but also significant opportunities to grow and make a real impact on how the team and company evolve.

What You'll Own

• Manage a team of Customer Support Representatives (L1, and potentially L2 in the future), assign duties and supervise the team;
• Own workforce management, making sure the right people are scheduled at the right time to meet demand;
• Monitor and report team performance and ensure duties are performed efficiently;
• Own quality assurance for the team, reviewing interactions and holding the bar on service quality;
• Help shape and enforce the performance management framework, provide regular, constructive feedback to team members, and run structured evaluations to help them improve their skills and performance;
• Shape and maintain career paths across the support ladder, from L1 to L1 Senior, Shift Lead, and L2;
• Report to the Head of CX and collaborate closely with them;
• Collaborate with Sales and Product on tasks pertaining to prospects and current clients, including channeling customer feedback to Product in a clear, digestible way;
• Manage weekly schedules and vacation requests;
• Collaborate on hiring new people;
• Communicate with customers from various backgrounds;
• Manage complaints and escalations.

What Makes You a Great Fit

• 2+ years managing a customer support team
• Hands-on experience with Zendesk or a comparable helpdesk platform
• AI proficiency, with at least one concrete example of using AI to improve team productivity
• Strong workforce management skills: shift scheduling, coverage planning, and forecasting
• Fluent English
• Comfortable making decisions quickly and under pressure, in a team that's actively changing shape
• Curiosity about new tools and processes, and the follow-through to actually implement them
• Empathetic with your team, pragmatic about the business

Why you’ll love being a CloudTalker

Unlimited PTO that people actually take. Fully remote with four European hubs. A coach you can book, a career path in writing, and equity when you deliver. Here's the full package.

Get better, faster

• A coach you can actually book. Recurring 1-on-1 sessions with our resident coach. A real conversation about your career, on company time.
• Promotions without guesswork. Our job-leveling framework is transparent: every level and its expectations, in writing. You'll always know what the next step requires and where you stand.
• A path to equity. At CloudTalk, equity is earned over time. Seniority, tenure, and consistent impact, together, are what get you there. Not an automatic perk. Something you grow into.

Work the way you work best

• Unlimited PTO, and we mean it. Taking 30 days a year is normal here. Deliver beyond expectations, and you've bought yourself room for more.
• The right setup for your role. Depending on the team, you’ll either work from one of our hubs four days a week or have the option to work fully remotely. Our offices are fully equipped and centrally located.
• Gear that doesn't fight you. A MacBook for work, plus a home-office allowance for remote roles to build a setup you like sitting at.

Rest like you mean it

• Recharge Fridays: 4 extra all-company days off a year. Once a quarter, everyone is off at the same time. You come back to zero pings, not a doubled backlog. That's the point.
• Fitness allowance. Gym, climbing, yoga, whatever keeps you moving. You choose, we pay.

People worth staying for

• Up to €5,000 per referral. You know great people. When we hire one of them, you get paid for it.
• Two offsites a year worth packing a bag for. The all-company offsite (last year: Tuscany ) plus a dedicated function-specific offsite, both somewhere remote enough that people actually talk.
• Fresh CloudTalk swag every year!

Apply now and be part of our journey to $100M ARR!

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