Head of Support

7 months ago


London, United Kingdom Team Satchel Full time

**Responsibilities**:
Team Leadership:

- Provide leadership and guidance to the Customer Support team, fostering a collaborative and customer-focused culture.
- Set performance expectations, conduct regular performance reviews, and implement training programs to enhance the team's capabilities.
- Work closely with other department heads to align support strategies with overall company goals.

Strategic Planning:

- Develop and implement support strategies to improve customer satisfaction and resolve issues efficiently.
- Collaborate with other departments to gather insights for product improvements based on customer feedback.
- Plan ahead as we increase our product offering so we can effectively scale our support team and provide outstanding customer service.

Operational Management:

- Oversee the day-to-day operations of the support team, ensuring timely and effective resolution of customer issues.
- Monitor key performance indicators and implement improvements to enhance support efficiency.
- Document processes for the support team to follow

Communication and Escalation:

- Act as a point of escalation for complex customer issues, working closely with the support team to ensure prompt resolution.
- Maintain open communication channels with engineering teams, providing regular updates on critical issues and bug resolutions.

Process Improvement:

- Continuously assess and enhance support processes to streamline operations and improve overall customer satisfaction.
- Implement best practices for incident management, escalation procedures, and documentation.
- Review and validate the documentation and troubleshooting processes created by the wider support team

**Required Skills**:

- Proven experience in a leadership role within a SaaS customer support environment.
- Excellent communication and collaboration skills, with the ability to interact effectively with both technical and non-technical stakeholders.
- Strong understanding of SaaS support processes and the ability to grasp technical concepts.
- Demonstrated ability to analyse and resolve complex customer issues.

Bonus Skills & Attributes:

- Experience working in an agile environment.
- Familiarity with database management systems, particularly MySQL.
- Knowledge of firewalls, networking, and API data retrieval tools.
- Proficiency in using ticketing systems and CRMs such as Jira, Salesforce, Intercom
- Bachelor’s degree in a relevant field.


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