Customer Technical Support Manager

4 weeks ago

London, United Kingdom Get Digital Full time

⚡️ My client is a pioneering force in the energy sector, dedicated to driving innovation and sustainability. With recent successful initiatives, they're poised for further growth and impact.


The mission is clear: to lead the charge towards a future of accessible and clean energy for all.


The Role

Join them as a Customer Support Manager, where you'll play a pivotal role in ensuring the seamless operation of their customer support function. Whether you're a seasoned support professional looking to step into a management role or have experience setting up and managing support teams, this could be a fantastic opportunity for you.


Responsibilities


  • Oversee front-line support for their platform, ensuring exceptional service delivery.
  • Manage and analyse support costs and KPIs to drive continuous improvement.
  • Implement and refine support processes, enhancing user experience.
  • Develop FAQ documents, videos, and SOPs to streamline support operations.
  • Engage with the community through forums and provide timely responses to queries.
  • Conduct training sessions for customers and support teams as needed.
  • Periodically assess support resources and propose adjustments as required.
  • Collaborate with internal teams to enhance technical support processes.
  • Support sales and marketing efforts with insights on customer support-related queries.


Culture & Values ❤️


They offer a flexible remote working environment with monthly team gatherings in their London office for camaraderie and collaboration. They seek individuals who share their passion for combating climate change, possess strong engineering skills, and are eager to contribute positively to their mission.


Requirements

  • Minimum 5 years of experience in a senior customer support role for a B2B SaaS product, preferably in the energy sector or similar complex industries.
  • Proven ability to collaborate effectively with contractors and suppliers.
  • Deep understanding of customer needs and adeptness at meeting them.
  • Strong organizational and leadership skills with the ability to establish structure and processes.
  • Analytical mindset with exceptional problem-solving abilities.


Personal Attributes


  • Customer-centric approach with a dedication to resolving customer queries.
  • Excellent communication skills and a collaborative mindset.
  • Passion for tackling complex challenges as part of a team.
  • Commitment to continuous learning and self-improvement.
  • Initiative-driven with a proactive attitude towards problem-solving.


If you're ready to make a meaningful impact in the energy sector and possess the skills and drive to excel in this role, we encourage you to apply with your CV, and join them in shaping the future of clean energy

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