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Senior Customer Support Manager

3 months ago

Petersfield Hampshire, United Kingdom MaxAd Full time €40,000 - €45,000

cloud is one of the hottest Salesforce start-ups. Our application is designed to accelerate Salesforce implementations, helping customers save time, reduce costly reworks, and realise their greatest potential.
As a result of sustained commercial growth, we are now looking for a Salesforce focussed Customer Support Manager to take on a pivotal role in establishing and leading our customer support operations.
Initially, you will be the sole support analyst, responsible for setting up the support group and ensuring smooth and efficient support processes. In the near term, you will also be involved in hiring additional Analysts to extend our support coverage to the West Coast of the US and other geographic regions in the future. Develop and maintain a comprehensive support library of materials to assist customers.
Ensure the Intercom Fin AI agent is functioning effectively, providing accurate and timely support.
Provide and manage Tier 1 and Tier 2 support, addressing customer inquiries and issues.
Generate and analyse metrics on support interactions and Intercom usage to identify trends and areas for improvement.
Continuously improve the support process to ensure exceptional customer support experiences.
Create and escalate technical support tickets in Salesforce when necessary, collaborating with the product management team.
Lead the hiring process for a support analyst on the West Coast of the US.
Engaging with stakeholders in the Customer Success and Product Management teams to ensure cross functional alignment.

Proven experience in a customer support role, with a track record of improving support processes and outcomes.
Strong familiarity with Intercom for chat and support ticketing.
Experience with Salesforce, particularly in creating and managing support tickets.
Analytical mindset, with the ability to generate and interpret support metrics to drive continuous improvement.
Experience in a leadership or managerial role within a customer support function.
Familiarity with AI-driven support tools and their implementation.
Demonstrated enthusiasm for personal and professional development.

This is a fantastic career opportunity for a highly motivated Customer Support Manager with excellent communication and problem-solving skills to join a growing tech sector disruptor. The successful candidate will benefit from genuine long term career progression opportunities alongside a competitive salary based on experience and a benefits package including 25 days annual leave, employee stock options and private health and dental cover.