📍 Job Overview

Job Title: Senior Manager, Customer Support
Company: Collibra
Location: Prague, Czech Republic
Job Type: Hybrid (2 days on-site per week)
Category: Management, Customer Support
Date Posted: 2025-08-01
Experience Level: 5-10 years
Remote Status: On-site with hybrid flexibility

🚀 Role Summary

Lead and develop a global team of Support Engineers, fostering a culture of continuous learning and exceptional customer service.
Collaborate cross-functionally with Sales, Customer Engineering, Product, and Engineering teams to ensure seamless customer experiences.
Develop and implement strategies to achieve team and individual performance goals, exceeding customer, organizational, and company expectations.
Identify trends and opportunities for improvement within the support organization and drive solutions to enhance customer satisfaction and team efficiency.
Own all Support engagement around the Product Pillar and for NPI and other GTM release and readiness functions.

📝 Enhancement Note: This role requires a balance of strong leadership, technical acumen, and customer focus to drive success in a dynamic, global environment.

💻 Primary Responsibilities

Team Leadership & Development: Lead, coach, and mentor a team of Support Engineers, empowering them to deliver exceptional technical expertise and world-class customer service.
Cross-Functional Collaboration: Partner with Sales, Customer Engineering, Product, and Engineering teams to ensure seamless customer experiences and address customer needs proactively.
Strategic Planning & Execution: Develop and implement strategies to achieve team and individual performance goals, driving continuous improvement and customer satisfaction.
Trend Analysis & Problem Solving: Identify trends and opportunities for improvement within the support organization, and implement solutions to enhance customer satisfaction and team efficiency.
Product Pillar & Release Management: Own all Support engagement around the Product Pillar and for NPI and other GTM release and readiness functions, ensuring customer success and satisfaction.

📝 Enhancement Note: This role involves a mix of strategic planning, tactical execution, and cross-functional collaboration to drive customer success and team growth.

🎓 Skills & Qualifications

Education: Bachelor's degree or equivalent related working experience required.

Experience: Proven experience and leadership in a technical support leadership role, with a strong understanding of customer relationship management principles and best practices.

Required Skills:

Proven experience in technical support leadership
Excellent communication, interpersonal, and coaching skills
Ability to prioritize tasks, manage multiple deadlines, and thrive in a fast-paced environment
Strong understanding of customer relationship management principles and best practices
In-depth knowledge of complex technical concepts and the ability to translate them into clear and concise communication for a non-technical audience

Preferred Skills:

Experience with customer support software and tools
Familiarity with Agile methodologies and project management
Knowledge of data governance, data intelligence, or similar domains
Fluency in multiple languages (English required, additional languages a plus)

📝 Enhancement Note: Candidates with experience in data governance, data intelligence, or similar domains may have an advantage in understanding Collibra's products and customer needs.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: €70,000 - €90,000 per year (based on market research for Senior Customer Support Manager roles in Prague, Czech Republic)

Benefits:

Competitive compensation package
Health coverage and time off policies
Flexible work arrangements and remote work options
Employee development and growth opportunities
Collaborative and inclusive work environment

Working Hours: Full-time, 40 hours per week, with a hybrid work arrangement (2 days on-site per week)

📝 Enhancement Note: Salary range is estimated based on market research for Senior Customer Support Manager roles in Prague, Czech Republic, and may vary depending on the candidate's experience and skills.

🎯 Team & Company Context

🏢 Company Culture

Industry: Data governance and data intelligence software

Company Size: Medium-sized (500-1,000 employees)

Founded: 2008

Team Structure:

Global Customer Support team, reporting to the VP of Customer Success
Collaborative cross-functional teams with Sales, Customer Engineering, Product, and Engineering
Flat organizational structure with a focus on agility and innovation

Development Methodology:

Agile and Scrum methodologies for project management and software development
Collaborative and iterative approach to product development and improvement
Regular team meetings and stand-ups to ensure alignment and progress

Company Website: www.collibra.com

📝 Enhancement Note: Collibra's culture emphasizes collaboration, innovation, and customer focus, with a strong commitment to employee development and growth.

📈 Career & Growth Analysis

Role: Senior Manager, Global Customer Support

Reporting Structure: Reports directly to the VP of Customer Success, with a dotted line to the CTO for technical guidance and collaboration.

Technical Impact: This role has a significant impact on customer satisfaction, product adoption, and overall customer success. It influences the development of support processes, tools, and best practices, as well as cross-functional collaboration with other teams.

Growth Opportunities:

Career Progression: Opportunities for advancement to Director or VP levels within the Customer Success organization or other functions within the company.
Technical Skill Development: Continuous learning and development opportunities in data governance, data intelligence, and customer support best practices.
Leadership Development: Mentoring and coaching opportunities to develop leadership skills and build high-performing teams.

📝 Enhancement Note: This role offers significant growth potential for candidates looking to advance their careers in customer support management and leadership.

🌐 Work Environment

Office Type: Modern, collaborative workspace with open-plan offices, meeting rooms, and breakout spaces.

Office Location(s): Prague, Czech Republic (Hybrid work arrangement with 2 days on-site per week)

Workspace Context:

Collaborative Environment: Encourages teamwork, knowledge sharing, and cross-functional collaboration.
Technical Infrastructure: Provides access to necessary tools, software, and resources for effective remote work.
Flexible Work Arrangement: Offers a hybrid work arrangement, allowing employees to balance on-site and remote work.

Work Schedule: Full-time, 40 hours per week, with a hybrid work arrangement (2 days on-site per week)

📝 Enhancement Note: Collibra's work environment fosters collaboration, innovation, and work-life balance, with a focus on employee well-being and engagement.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess cultural fit, motivation, and basic qualifications.
Technical Deep Dive: A detailed discussion of the candidate's technical background, experience, and problem-solving approach, focusing on customer support and leadership skills.
Case Study Presentation: Candidates present a case study demonstrating their approach to a complex customer support challenge, focusing on problem-solving, communication, and collaboration skills.
Final Interview: A conversation with the hiring manager and other key stakeholders to assess cultural fit, motivation, and overall fit for the role.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's leadership, technical, and communication skills, as well as their cultural fit with Collibra's values and work environment.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Prioritize customer needs and satisfaction in all decisions and actions.
Collaboration: Work closely with cross-functional teams to ensure seamless customer experiences and address customer needs proactively.
Continuous Improvement: Regularly review and improve support processes, tools, and best practices to enhance customer satisfaction and team efficiency.
Empowerment: Empower team members to make decisions, take ownership, and drive results.

Collaboration Style:

Cross-Functional Integration: Collaborate closely with Sales, Customer Engineering, Product, and Engineering teams to ensure seamless customer experiences and address customer needs proactively.
Knowledge Sharing: Encourage team members to share knowledge, learn from one another, and continuously improve their skills and expertise.
Regular Communication: Foster open and transparent communication, with regular team meetings, one-on-ones, and check-ins to ensure alignment and progress.

📝 Enhancement Note: Collibra's customer support team values a customer-centric, collaborative, and continuous improvement mindset, with a strong focus on empowering team members to drive results and grow professionally.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Global Customer Base: Manage a global customer base with diverse needs, time zones, and languages, requiring strong communication and collaboration skills.
Complex Product Suite: Support a complex and evolving product suite, requiring strong technical acumen and continuous learning.
High-Growth Environment: Operate in a high-growth environment, requiring adaptability, flexibility, and a strong focus on scalability and efficiency.

Learning & Development Opportunities:

Customer Support Best Practices: Stay up-to-date with industry best practices and trends in customer support, and continuously improve support processes, tools, and methodologies.
Leadership Development: Develop leadership skills through mentoring, coaching, and other professional development opportunities.
Technical Skill Development: Expand technical knowledge in data governance, data intelligence, and related domains through training, workshops, and hands-on experience.

📝 Enhancement Note: This role presents unique challenges and opportunities for candidates looking to grow their careers in customer support management and leadership in a dynamic, global environment.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for detailed discussions of customer support scenarios, focusing on problem-solving, communication, and collaboration skills.
Leadership Challenges: Be ready to discuss leadership challenges and approaches, focusing on team development, motivation, and performance management.
Cross-Functional Collaboration: Prepare for questions about cross-functional collaboration, focusing on working with Sales, Customer Engineering, Product, and Engineering teams to ensure seamless customer experiences.

Company & Culture Questions:

Company Culture: Research Collibra's company culture, values, and mission, and be prepared to discuss how your personal values align with the organization's.
Customer Success: Understand Collibra's customer success strategy and be prepared to discuss how you would contribute to its ongoing development and execution.
Global Customer Support: Familiarize yourself with the unique challenges and opportunities of managing a global customer support team, and be prepared to discuss your approach to addressing these issues.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Prepare for a comprehensive interview process that focuses on assessing your leadership, technical, and communication skills, as well as your cultural fit with Collibra's values and work environment.

📌 Application Steps

To apply for this Senior Manager, Global Customer Support position at Collibra:

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your relevant experience, skills, and achievements in customer support leadership, technical support, and cross-functional collaboration.
Prepare for the interview process by researching Collibra's company culture, values, and mission, and familiarizing yourself with the unique challenges and opportunities of managing a global customer support team.
Practice common customer support and leadership scenarios, and be ready to discuss your approach to problem-solving, communication, and collaboration in a dynamic, global environment.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Senior Manager, Customer Support