Customer Support Manager

2 months ago

Portishead, United Kingdom Alliants Full time

Were Hiring a Customer Support Manager

Location: Hybrid (Remote Southampton HQ Travel)

Salary:Competitive Benefits

At Alliants were on a mission to transform every customer engagement into something exceptional. We believe in working smart together to push the boundaries of company culture and create futureproof customer experiences.

Are you passionate about creating meaningful customer experiences and helping organisations deliver on their brand promises

Join us as ourCustomer Support Manager in our growing ServiceDeskteam


About the Role

We are seeking a dynamic and experienced Customer Support Manager to lead our support team. The ideal candidate will be responsible for ensuring high levels of customer satisfaction by providing exceptional support for our products and services. This role requires a proactive leader who can build and manage a team solve complex issues maintain strong client relationships and promote user education.

Reporting to the SVP Services responsibilities include:

  • Team Leadership: Manage and mentor a team of support agents including an offshore 1st and 2nd line support providing guidance and training to ensure high performance. You should be able to inspire and manage the support team ensuring theyre motivated and equipped to handle customer issues. This includes delegating tasks coaching team members and fostering a positive collaborative environment.

  • Customer Support: Oversee daily support operations using Intercom and Freshdesk including handling escalations resolving complex issues and ensuring timely responses to customer inquiries.

  • Process Improvement: Develop and implement processes to enhance the efficiency and effectiveness of the support team.

  • Customer Feedback: Gather and analyse customer feedback to identify areas for improvement and work with other departments to implement solutions.

  • Performance Metrics: Monitor key performance indicators (KPIs) to ensure the team meets or exceeds targets for response time resolution time customer satisfaction and other relevant metrics.

  • Knowledge Management: Maintain and update the support knowledge base ensuring that support agents and customers have access to the most current information. Leverage AI and drive automation to help achieve this.

  • CrossFunctional Collaboration: Work closely with Product Sales and Marketing teams to ensure customer needs are met and to provide input on product improvements and new features. Also our Information Security and Internal Support team to help support their operations e.g. for security & internal support outside of core UK hours.

  • Reporting: Prepare regular reports on support team performance and customer feedback for senior management.

  • Incident Management: Spearhead rapid incident response strategies to mitigate operational threats and minimise impact for our external customers. Act as the primary contact for escalation in product and service incidents ensuring timely and effective resolution.

  • ProblemSolving and Critical Thinking: Be adept at analyzing customer issues even complex ones to offer clear solutions or escalate them effectively.

  • Communications: Strong verbal and written communication is essential for conveying technical concepts in an accessible way to customers coordinating with internal teams and managing expectations. Being able to translate tech language into customerfriendly terms is especially valuable.



Technical Experience

  • Managing highvolume service desks within a rapidly evolving tech landscape.

  • Knowledge of public cloud environments particularly AWS with an awareness of security best practices.

  • Deep familiarity with service desk software tools and incident tracking systems including Freshdesk Intercom or similar platforms.

  • Experience in designing and implementing disaster recovery plans and business continuity strategies within the service desk function.

  • Experience in running continuous improvement projects using tools such as Jira and frameworks such as Agile SCRUM.


Commercial Experience

  • Proven experience in a customer support role preferably in a SaaS or hospitality environment.

  • Experience managing a support team of at least 10 people.

  • Experience in managing remote and globally dispersed teams preferably within a partnership or vendor management context.

  • Background in providing 24/7 customer support.

  • Demonstrated success in leading crossfunctional projects and initiatives enhancing service delivery and operational excellence across the organisation.

  • Background in developing and implementing training programs to elevate team skills and knowledge particularly in areas related to customer support.

  • Excellent problemsolving abilities and a customerfocused mindset.

  • Ability to work in a fastpaced environment and manage multiple priorities.

  • Strong communication and interpersonal skills.


Qualifications

  • Bachelors degree in Business IT Hospitality Management or a related field.

  • ITIL Foundation certification (or higher) desired.

  • AWS certifications (e.g. Cloud Practitioner Solutions Architect) seen as a significant advantage.

  • Proficiency with support software particularly Intercom & Freshdesk.

  • Experience in an SaaS organization with an Annual Recurring Revenue (ARR) of over $4M.


Whats in it for you

We know we all work better in an autonomous collaborative diverse and equitable space. To support you in becoming the best version of yourself we offer you:

A competitive salary

Up to 10% annual bonus

Remote & flexible working

25 days holiday public holidays

Digital Nomad: travel abroad while working for 30 days a year

Generous level of stock options

Private healthcare

Life Insurance

Monthly takeaway allowance

Pension with matched employer contribution

Customised onboarding kit

1500 training and development budget each year

To celebrate you joining the team we will plant a Great Oak tree


Alliants celebrate diversity and are committed to creating an inclusive environment for all employees.

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