Customer Support Operations Manager

4 weeks ago

Tunbridge Wells, Kent, United Kingdom Crimson Tide mpro limited Full time £45,000 - £55,000

Crimson Tide mpro Limited is seeking a dedicated Customer Support Operations Manager to enhance our team.

This is a full-time, permanent position offering a competitive salary based on experience.

This role operates in a hybrid model, requiring three days in the office each week.

About the Customer Support Operations Manager Role:

Crimson Tide plc is a publicly listed company that delivers mpro5, a process management application, to various sectors including retail and healthcare.

As the Customer Support Operations Manager, you will be responsible for leading our support team and managing the deployment of mpro5. This position involves overseeing a group of Technical Support Engineers, Analysts, and Solutions Architects, ensuring top-notch customer service and operational excellence.

Key Responsibilities: Team Leadership:
  • Guide, mentor, and supervise a team of Technical Support Engineers, Analysts, and Solutions Architects.
  • Encourage a collaborative and high-achieving work culture, fostering professional development.
  • Conduct regular performance evaluations, provide constructive feedback, and establish individual and team objectives.
Support Management:
  • Guarantee prompt and effective resolution of technical support issues, prioritizing based on urgency and impact.
  • Track and analyze support team performance metrics, including response times, resolution rates, and customer satisfaction levels.
  • Maintain an up-to-date technical implementation and support knowledge base.
Strategic Development:

Formulate and execute strategies to improve the efficiency and effectiveness of the support and solutions teams, in line with established IT frameworks.

Stay informed about industry trends and best practices to continually enhance support and implementation methodologies.

Provide regular updates to clients regarding the status of their support requests and implementations, ensuring transparency and responsiveness.

Collaborate closely with other departments, including Product Development, Sales, and Customer Success, to ensure cohesive and effective teamwork.

Coordinate cross-departmental efforts to resolve issues and deliver tailored customer solutions.

What Makes You the Ideal Candidate?
  • Demonstrated experience in a technical support management capacity, ideally within a SaaS or Managed Service Provider environment.
  • Strong leadership and team management capabilities, with a proven history of building and guiding high-performing teams.
  • Experience in customer implementation and configuration, with a solid understanding of SaaS offerings.
  • Familiarity with support ticketing systems and tools.
  • Commitment to exceptional customer service, with a focus on delivering outstanding support and solutions.

Crimson Tide has been recognized for its commitment to providing employees with the necessary resources, flexible working arrangements, and comprehensive benefits.

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