App Support Team Lead

5 months ago

Manchester, United Kingdom Shield Safety Group Full time

**Role Overview**

**Key Responsibilities**
- Ensuring suitable and manageable work is available for direct reports, observing priorities, dependencies and time commitments whilst fostering a positive working environment.
- Helping new customers through their critical RiskProof implementation and ensuring that they achieve value as quickly as possible.
- Offering customer training via web-meeting, phone and in-person.
- Continuously assess and optimize support processes to enhance efficiency and customer satisfaction.
- Lead and manage a team of Application Support Specialists, providing coaching, mentoring, and contributing to performance feedback to ensure the team's growth and success.
- Manage workload distribution, prioritization of tasks, and monitoring of service levels and response times.
- Oversee the daily operations of the Application Support team, ensuring there is adequate staffing and skill development to support to handle increasing demands.
- Act as an escalation point for complex customer issues, ensuring timely and effective resolution while maintaining a high standard of customer satisfaction.
- Collaborate with Implementation to coordinate the onboarding of RiskProof for new customers, including gathering requirements, defining project timelines, and providing technical expertise during the onboarding process.
- Develop and maintain support documentation, knowledge base articles, and standard operating procedures to enhance the team's efficiency and ensure consistent customer support.
- Collaborate with cross-functional teams, such as Sales, Product Management, and Development, to align support efforts with business objectives, gather customer feedback, and drive product improvements.
- Monitor and analyse support metrics and trends to identify areas for improvement, and implement strategies to enhance team performance, efficiency, and customer satisfaction.
- Act as a liaison between the Application Support team and other internal departments, fostering effective communication and collaboration to resolve customer issues and enhance product usability.
- Establish team objectives aligned with the organisation’s strategic goals then monitor and report on progress.
- Collaborate with the Implementation Team to define and optimize onboarding procedures, ensuring a smooth and efficient customer onboarding experience.

**Key Skills**
- Proven experience in a customer support role, preferably in a software or SaaS company, with at least 2 years in a team lead or supervisory capacity.
- Excellent leadership and team management skills, with the ability to motivate, inspire, and develop team members.
- Exceptional problem-solving skills with a keen attention to detail.
- Outstanding written and verbal communication skills, with the ability to explain technical concepts to non-technical customers effectively.
- Strong organizational skills and the ability to manage multiple tasks and priorities in a fast-paced environment.
- Customer-focused mindset with a passion for delivering exceptional service and building positive relationships.
- Experience with support ticketing systems and knowledge base tools is desirable.
- Familiarity with risk management or safety-related software solutions is a plus.
- An ability to manage change within a small business environment in a period of rapid growth.
- Leadership skills and a willingness to contribute to the growth and development of others.

**Who are Shield Safety?**

We are a leading Environmental Health consultancy, focussed on making safety simple and we work with a wide range of businesses across Hospitality and Retail. Our clients range from single-site coffee shops and takeaways to supermarkets and pub groups. Basically, anywhere you can eat, drink, sleep or shop in the UK. Some of our well-known clients include Tesco, YO Sushi, Empire Cinemas, Radisson Hotels and KFC. We're extremely proud of our 95% customer retention rate.

We specialise in providing risk-management services including Food Safety Audits, Health & Safety Audits, Fire Risk Assessments, Consultancy and Training. All delivered by a highly experienced and well-qualified team of Safety Professionals. We’re also paper-free. Our clever team of software superstars have developed RiskProof, our cloud-based software and companion app for compliance and risk management.

Shield Safety celebrated our 20th birthday this year and we’re extremely excited for the future and what’s to come next

**What do we offer?**

If you enjoy working in a fast-paced, collaborative environment surrounded by other passionate, like-minded people then read on. Continued training and development is key for all members of our team and a tailored training and induction plan is given to each new starter to help them get up to speed. There are always new opportunities to get involved in various projects across departments and we fully support CPD in order to help everyone reach their full potential.

**Some

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