Building a support hub from scratch to deliver great customer and partner experience. Our global technical support department is expanding with a new support hub in Barcelona. We are looking for a Frontline Support Manager to start up this hub and lead a new team of support professionals and support engineers. You have a key role in helping Milestone to achieve its mission goal of delivering great customer and partner experience. As such you will monitor and enhance the performance of the team in the areas of productivity and issue resolution, as well as employee satisfaction and development. You will lead, schedule, and coordinate daily work, meetings, and projects relevant to the team’s success. You will also drive a continuous improvement plan to support operational needs, cost efficiency and improved customer and partner experience with the implementation of innovative initiatives or projects. Daily task includes: • Lead and develop a team of support engineers, providing 24/7 technical and non-technical support to EMEA customers and partners • Work with peers globally to ensure good escalation flow, alignment of priorities/strategy/goals, and effective service team best practices • Maintain individual and team discipline, cohesiveness and morale – make Frontline support a great place to work • Own the Frontline customer/partner experience – ensure high customer and partner satisfaction for EMEA and contribute to Global customer and partner experience goals • Build strong cooperation with EMEA partners and our commercial teams to secure great joint service to our customers • Maintain technical skills and knowledge on products, technologies, organizations, customers etc. to ensure a complete understanding of the business, both for yourself and all team members The position is located in Barcelona, and we encourage candidates from other EU countries to apply as well. Expected business travels are approximately 10 days per year.