Head of Support

2 weeks ago

London, Greater London, United Kingdom Team Satchel Full time

Responsibilities:

Team Leadership:

  • Provide leadership and guidance to the Customer Support team, fostering a collaborative and customerfocused culture.
  • Set performance expectations, conduct regular performance reviews, and implement training programs to enhance the team's capabilities.
  • Work closely with other department heads to align support strategies with overall company goals.

Strategic Planning:

  • Develop and implement support strategies to improve customer satisfaction and resolve issues efficiently.
  • Collaborate with other departments to gather insights for product improvements based on customer feedback.
  • Plan ahead as we increase our product offering so we can effectively scale our support team and provide outstanding customer service.

Operational Management:

  • Oversee the daytoday operations of the support team, ensuring timely and effective resolution of customer issues.
  • Monitor key performance indicators and implement improvements to enhance support efficiency.
  • Document processes for the support team to follow

Communication and Escalation:

  • Act as a point of escalation for complex customer issues, working closely with the support team to ensure prompt resolution.
  • Maintain open communication channels with engineering teams, providing regular updates on critical issues and bug resolutions.

Process Improvement:

  • Continuously assess and enhance support processes to streamline operations and improve overall customer satisfaction.
  • Implement best practices for incident management, escalation procedures, and documentation.
  • Review and validate the documentation and troubleshooting processes created by the wider support team

Required Skills:

  • Proven experience in a leadership role within a SaaS customer support environment.
  • Excellent communication and collaboration skills, with the ability to interact effectively with both technical and nontechnical stakeholders.
  • Strong understanding of SaaS support processes and the ability to grasp technical concepts.
  • Demonstrated ability to analyse and resolve complex customer issues.

Bonus Skills & Attributes:

  • Experience working in an agile environment.
  • Familiarity with database management systems, particularly MySQL.
  • Knowledge of firewalls, networking, and API data retrieval tools.
  • Proficiency in using ticketing systems and CRMs such as Jira, Salesforce, Intercom
  • Bachelor's degree in a relevant field.

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