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Head of Customer Support

A new Head of Customer Service and Support is needed at one of the UK's fastest growing technology businesses. The company is on the Sunday Times Tech Track 100, Inc. 5000, and is a Gartner Cool Vendor: its fast growing and fast paced.

The successful candidate will work in a business using cutting edge technologies and have opportunities for multiple progression paths. Due to a re-organisation, an exciting role has been defined to expand our clients Customer Service and Support function. The successful candidate will not only join a market leader, but will ensure it delivers service excellence to its customers.

Key Responsibilities

• Leading the Customer Service Centre, and setting the standard for the customer service and support of our SaaS, connectivity, and managed IT service solutions
• Clear and precise management of all inbound customer communication channels, ensuring all enquires are dealt with in a professional and timely manner
• Customer service and support management processes, including continuous improvement of all support and customer service capabilities
• Ensuring all team members live-and-breathe delivering great customers experience and empathy
• Team and Customer reporting metrics around all communication channels and team efficiencies

Personal Specification

• Leadership of a support and customer service management function, focussing on the 'first-line' of customer engagement
• Formal support and customer service methodologies combined with a think-on-your-feet attitude
• Great customer engagement skills. The ability to balance representing the business as well as ensuring the customer is always delighted
• A great communicator, with clear dialogue verbally, in an email, through case notes, or in an online chat
• Enjoys being part of and leading a multi-functional team, able to work across design, support, development, delivery, and all parts of the business
• Goes the 'extra mile' always keeping the customer updated
• SaaS platform support and customer experience acumen
• Confident using SaaS, Telecoms, Business Insight, Cloud, and Hosting
• Act as a "hands-on" Manager with experience owning the customer service and support processes
• Doesn't accept the status quo, have innovation at their core, and to drive major disruption

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