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Customer Experience Manager

2 months ago

Leeds, Leeds, United Kingdom Fruition IT Full time

Job Title: Customer Experience Manager

Job Type: Full-time

Company: Fruition IT

Location: Hybrid

Job Description:

Fruition IT is seeking a skilled Customer Experience Manager to join our team and lead the technical support function for our clients. As a key member of our organization, you will be responsible for delivering exceptional customer experiences and driving business growth through strategic support initiatives.

Key Responsibilities:

  • Customer Experience Ownership: Develop and implement customer-centric strategies to enhance the overall support experience.
  • Team Leadership: Lead and manage a team of technical support specialists, providing guidance and support to ensure high-quality service delivery.
  • Process Improvement: Drive the implementation and evolution of customer tools, enabling self-service options for customers and improving efficiency.
  • Issue Resolution: Oversee service desk operations, ensuring timely response and resolution of customer support tickets.
  • Culture Development: Foster a culture of continuous improvement and customer-centricity within the technical support team.

Requirements:

  • Leadership Experience: Proven success in leading technical support teams as an experienced customer support manager.
  • Trend Analysis: Strong experience with trend analysis and problem-solving skills.
  • Communication Skills: Excellent leadership and communication skills to drive business growth and customer satisfaction.
  • Technical Skills: Proven experience with Jira Service Management and ITIL processes and best practices.
  • Customer-Facing Experience: Proven experience in customer-facing roles, with a strong ability to deliver exceptional customer service.