Customer Support Lead

3 weeks ago

Farnborough, Hampshire, United Kingdom Philips Full time
Job TitleCustomer Support LeadJob Description

About Us:
At Digital+, we're dedicated to supporting women through their pregnancy and parenting journey with our innovative mobile apps. With over 6 million monthly users worldwide, our mission is to make every step of parenthood happier and healthier through technology. Join us in making a difference in the lives of parents and babies everywhere.

The Role:
As the Customer Support Lead, you'll lead our efforts to provide exceptional service to our app users. You will oversee a team of Customer Support Agents, ensuring they have the product knowledge and tools needed to assist our users effectively. Your leadership will be crucial in implementing a customer support strategy focused on self-service and high-quality assistance.

You Will:

  • Be the voice for our expectant mothers and advocate for their needs.
  • Lead and manage a team of customer support agents across time zones
  • Collaborate with leadership to define and execute a future-proof customer support Strategy
  • Work closely with the Director of Product to align the product roadmap with user needs
  • Foster a self-service approach to customer support by promoting in-app resources that minimise the necessity for manual intervention.
  • Manage customer interactions across various platforms, including App Store Connect, Google Play Console, and Zendesk.
  • Consolidating data from customer support touch-points and reporting it to stakeholders to consistently enhance our product experience and operations.
  • Play a key role in strategic decisions regarding app features to enhance user experience.
  • Responsible for identifying and driving improvements to customer support operations and tooling.

You Are:

  • Interested and enthusiastic about customer support technologies and industry developments.
  • Passionate about mobile apps and eager to deepen your product knowledge.
  • A strategic thinker focused on solving problems and achieving goals.
  • Have the ability to lead and manage remote teams in multiple locations, ideally gained from the tech or mobile app industry.
  • Proficient in English, with strong user-facing and communication skills.
  • Skilled in troubleshooting, multi-tasking, and maintaining a customer service orientation.
  • A team player capable of collaborating in an international team environment.
  • Respectful and empathetic towards different cultures and situations.
  • Familiar with customer support software and tools, such as Zendesk
  • A track record of improving customer support experiences and operational efficiency.

In return, we offer you

We welcome you to a challenging, innovative environment with great opportunities for you to explore. A career at Philips comes with all sorts of wonderful benefits as well as a competitive base salary and annual incentive. Be sure to speak to your recruiter about benefits in the UK. This role offers you chance for hybrid working from our vibrant and exciting new offices in Farnborough, Hampshire.

Please submit your detailed CV at your earliest convenience for immediate consideration.

Because we are at our best when you are, you can safely share any reasonable tools or adjustments needed during our recruitment process and beyond.


About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.

• Discover our rich and exciting history.

• Learn more about our purpose.

If you're interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

#LI-Hybrid

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