Mentor support specialists, manage performance cycles, resolve conflicts, and drive team development
Manage support channels (email, phone, chat), implement process improvements, and deploy new tools to boost efficiency
Serve as the primary point of escalation for personnel and high-stakes, customer-impacting issues
Drive initiatives like escalation frameworks and feedback loops; collaborate with Engineering, Product, and Success to resolve ownership and SLA gaps
Own KPIs (CSAT, SLA, response/resolution times), perform root-cause analysis, and implement data-driven improvements
Scale workflows, staffing, and resources to handle product releases, regulatory deadlines, and reporting cycles.
Lead high-impact projects, represent support leadership in high-visibility meetings, and manage organizational change
Anticipate periods of elevated demand tied to product releases, regulatory deadlines, and reporting cycles, and proactively adjust workflows, knowledge content, and staffing to maintain performance through transitions
Deliver regular development opportunities to increase and reinforce competence in the Workiva application, and serve as a subject matter expert and consultant for its use
Requirements
Bachelor's degree with 8 years of related experience, or Master's degree with a minimum of 6 years of related experience, or PhD with 4 years of related experience
More than 5 years of direct, experienced people-leadership including supervising entry-level managers and/or established individual contributors with proven ownership of the full performance cycle
2+ years successfully performed in a Technical Support Engineer or other customer-facing technical role within Workiva or a similar industry
Proven ability to diagnose root causes and improve resolution metrics (CSAT, SLA) through measurable targets
Experience leading teams through complex transitions (new tooling, scope expansion) while maintaining SLA performance
Proven track record of driving multi-stakeholder initiatives and resolving ownership tensions between Engineering, Product, and Success teams
Experience applying AI and automation to optimize support workflows
Familiarity with SEC/regulatory reporting, XBRL, and capital markets
Strong communication across technical/executive audiences, self-motivated, organized, and customer-service oriented
Well organized with superb time management; able to allow for contingencies and prioritize multiple, potentially overlapping customer requirements
Travel Requirements
Minimal travel required.
Reliable internet access for any period of time working remotely, not in a Workiva office.
Why Join Workiva
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com .
Workiva employees are required to undergo comprehensive security and p
Benefits
Remote work options
Additional Information
As a Senior Manager of Customer Support, you'll be responsible for building and supporting a team of highly motivated technical support specialists in their pursuit of delivering exemplary support and creating an effortless experience across all customer interactions. This team supports the FRX and Capital Markets solutions ; the products customers rely on through reporting cycles, regulatory filing deadlines, and capital markets transactions, where accuracy and timeliness are critical. This role requires strategic, hands-on engagement with other departments to problem solve and drive improvements grounded in customer support data and direct customer feedback.
Workiva · Amsterdam, Netherlands