Customer Experience Manager

2 days ago

Leeds, Leeds, United Kingdom Fruition IT Full time

Customer Support Manager

Leeds - Hybrid

Up to £35,000

Fruition IT is seeking a seasoned Customer Support Manager to spearhead the customer experience transformation for a pioneering tech-first business. As a key member of the team, you will be responsible for leading a team of technical support specialists and driving continuous improvement initiatives to enhance customer satisfaction.

Key responsibilities include:

  • Developing and implementing customer-centric strategies to drive business growth and customer loyalty.
  • Leading a team of technical support engineers to deliver exceptional customer service and support.
  • Collaborating with cross-functional teams to identify and implement process improvements.
  • Analyzing customer feedback and trends to inform support strategies and drive business decisions.
  • Overseeing service desk operations to ensure timely response and resolution of customer support tickets.

Requirements:

  • Proven experience in leading technical support teams and driving customer experience initiatives.
  • Strong analytical and problem-solving skills with a focus on customer-centricity.
  • Excellent leadership and communication skills with the ability to motivate and develop high-performing teams.
  • Proficiency in ITIL processes and best practices, with experience in service desk management preferred.
  • Strong customer service skills with a focus on delivering exceptional customer experiences.

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