Customer Support Team Leader

6 months ago

Orpington, United Kingdom SafeTag Tracking Full time

**About us**
- SafeTag Tracking is a growing start-up in the GPS Tracking industry, launched in early 2022 to provide a more user-friendly, accessible & customer focused GPS Tracking solution for consumers and small businesses.
- We are a family led business and strongly believe in investing in our employees.
- We sell a portfolio of 10+ products across Amazon & eBay, and serve over 10000 customers across the UK, Europe & the USA.

**About the job**
- We are looking to develop our customer support team, and are looking for a hands-on, customer-centric, and ambitious individual to head up the team.
- You and your team will be the face of SafeTag, supporting customers through onboarding, and helping them to keep the things they need to be protected, secure.
- We offer a brand-new, spacious and welcoming working environment where you will be valued and given responsibility as a key decision maker, and in a small, agile company where support is treated as our most important asset.

**Responsibilities**
- Manage our internal support team, including appraisals & interviewing
- Respond to written customer inquiries & drive issues to a resolution with our app/website or tracking hardware.
- Keep you and your team in compliance with company SLAs and other KPIs
- Follow up on responses to customer reviews and feedback
- Management of customer help centre
- Management of hardware fault investigations
- Ad Hoc production related activities
- Periodically assess support resources and propose adjustments as required.

**Who are we looking for?**
- Customer-centric attitude, with the dedication & problem solving skills to reach efficient solutions that customers are happy with.
- Interested in tech innovation such as IoT Hardware & SaaS
- Excellent communication and collaboration skills
- Motivation to participate in key decisions related to resourcing and strategy within the support team
- Proactive, can-do approach to problem solving
- A start up / entrepreneurial mind-set being able to adjust to change, get stuck into different activities, and keep up with a fast moving business
- Process orientated with a desire to create workflows to simplify, speed up and improve visibility across all areas of the business.

**Experience & Skills Required**
- Customer facing experience working in a company with a technical product, for 3+ years, preferably B2C
- Experience in a management role for 1-2 years
- Strong written & verbal English communication and interpersonal skills
- Strong organisational and leadership skills
- Exceptional technical skills, experience with supporting hardware is a bonus.
- Analytical mindset with exceptional problem-solving abilities.
- Experience with CRM Systems: Zendesk, Freshdesk, Zoho etc
- Experience troubleshooting or providing support for hardware products

**Bonus skills**
- Familiarity with order management systems.
- Experiencing troubleshooting apps & websites (using browser development tools)
- French/German/Italian/Spanish bilingual.

**Why us?**
- Competitive salary
- Annual performance bonus
- Private Healthcare Plan
- Flexible working hours
- Remote working opportunities
- On-site parking
- PTO: 24 + 8
- In-office ping pong & darts league
- One of a kind experience in an early stage and rapidly growing startup.
- Healthy company in a rapid growth stage with great scope for career development.
- Range of hands on experience working with IoT hardware and SaaS products

**Schedule**
- Mon - Thu: 9AM- 5:30PM
- Fri: 9AM - 5:00PM
- Mon - Thu In Office, Friday WFH
- PTO: 24 Days + Bank Holidays
- During probation, you will be in office full time for training

This position offers the opportunity to take a key role in delivering exceptional customer service in an industry-disrupting small business. If you have a passion for leadership and customer satisfaction, we would love to hear from you.

Pay: £32,000.00-£42,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Employee discount
- Free parking
- On-site parking
- Private medical insurance
- Transport links
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Orpington: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 2 years (required)
- Management: 2 years (required)

Work Location: Hybrid remote in Orpington

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