Technical Support Team Leader

5 months ago

London, United Kingdom Aareon AG Full time

Aareon ist der führende Anbieter von SaaS-Lösungen für die europäische Immobilienwirtschaft. Mit unserer Software digitalisieren und vernetzen wir die Branche und unterstützen unsere Kundinnen und Kunden dabei, Prozesse zu optimieren und nachhaltiger zu handeln. Unsere Lösungen adressieren die großen Herausforderungen unserer Zeit: Klimawandel, Wohnungsknappheit und Fachkräftemangel.

Wir legen Wert auf eine Arbeitsumgebung, in der Vielfalt und Flexibilität geschätzt werden, partnerschaftliche Zusammenarbeit und gegenseitige Unterstützung im Team selbstverständlich sind und Lernen als Chance wahrgenommen wird.

Werde Teil unseres internationalen Teams Werde Teil von #OneAareon Wir freuen uns auf DICH

Our Company

Market leading, fast-growing, solution driven, fun-loving - welcome to Fixflo Since launching in 2012, phenomenal growth has resulted in Fixflo becoming the leader in its field - repairs and maintenance management for property professionals.

Our business plan is simple: we want every repair in the world to be reported through a Fixflo system. With over 2,000 customers, we are currently used in over 1,000,000 homes across the UK and want to see this number continue to grow Our acquisition by Aareon, the leading provider of ERP software for the European property industry, means we now have exciting plans to venture into new property markets and new geographies across Europe making it a very exciting time to join the Fixflo family

Salary Range: £40,000 - £47,500

Work Location: Hybrid - London

Hours per week: 35

Contract type: Permanent

Role

Our Technical Support team are about to start offering their excellent support to all of our Mid Market and Enterprise customers for the first time, working even closer with the rest of the Customer Success team to ensure our customers are maximising the ROI from our service. As a Technical Support Team Lead, you will help us deliver this exciting transformation.

You will lead, coach and develop three direct reports within the Support function. This is a player-coach role so you will be hands-on with customers yourself, working through a share of the inbound support queries and identifying opportunities where we can increase the proportion of customers self-serving.

You will also need to be proactive in nature, building and fine-tuning processes and ensuring the team is performing optimally. This includes identifying client problems before they are even aware of them, being the voice of the customer in internal meetings, and updating customer-facing resources off the back of product updates.

You will be a point of escalation within Support, assisting reports with troubleshooting and client queries accordingly. You will be monitoring SLAs across the Support function, as well as prioritising the various proactive projects your team are working on.

You will work closely with our Product & Development and Marketing teams, to ensure that we are building a great customer-focused product and providing aligned experiences throughout our customer lifecycle.

Ultimately, the role is aimed at ensuring Fixflo provide an exceptional level of support to customers to assist the adoption, retention and growth of our customer base. You will report to our Head of Customer Support & Onboarding.

You will also:

- Alongside the Head of Customer Support & Onboarding, help to lead future recruitment, training and retention of your direct reports
- Be responsible for 1:1s and reviews with your direct reports, and work through actions off the back of these to coach, upskill and motivate the team to deliver excellence
- Create and monitor KPIs to drive the performance and results of your direct reports in a way that encourages improved experiences for our customers
- Oversee all customer support activities and responsibilities, ensure SLAs are being met, lead by example and provide an outstanding, customer focused approach on all interactions
- Lead initiatives to improve/create processes that provide customers with the best experience when looking to overcome a challenge with the product
- This includes increasing customer self-service options, improving first-time fixes, iterating on existing feedback loops and more
- Assist with complex problem-solving which may require a consultative and strategic approach in order to provide best-fix solutions for each customer
- Documenting and sharing knowledge is a must in these situations
- Become a product & industry expert and most importantly understand the value and ROI that Fixflo offers our customers
- Keep a calm and stress-free approach to critical/urgent situations where a level-head is required
- Get involved in the future of Fixflo products, and have the ability to express your opinion on development work taking place
- Become a support owner for some of our integrations, working closely with the Product team on updates/iterations, and ensuring customer-facing knowledge is up to date
- Be hands-on to mai

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