Customer Support Team Lead

1 month ago

Leeds, Leeds, United Kingdom Fruition IT Full time
Customer Support Manager

Fruition IT is seeking a skilled Customer Support Manager to join their team, taking responsibility for the overall customer experience on their bespoke software platform.

This role involves leading a team of technical support specialists, championing rebranding efforts, driving continuous improvement, and developing innovative processes to boost efficiency and customer satisfaction.

Key Responsibilities:

  • Own and champion the customer experience/support domain
  • Lead and manage a team of technical support engineers, providing guidance and support to ensure high-quality service delivery.
  • Drive the implementation and evolution of customer tools, enabling self-service options for customers.
  • Understand customer challenges, identify trends in support issues, and proactively offer solutions to prevent recurring problems.
  • Oversee service desk operations, ensuring timely response and resolution of customer support tickets.
  • Foster a culture of continuous improvement and customer-centricity within the technical support team.

Key Requirements:

  • Proven success in leading technical support teams as an experienced customer support manager.
  • Strong experience with trend analysis.
  • Excellent leadership and communication skills.
  • Proven experience with Jira Service Management.
  • Proficiency in ITIL processes and best practices, with hands-on experience in service desk management preferred.
  • Proven experience in customer-facing roles, with a strong ability to deliver exceptional customer service.
  • Strong problem-solving skills with an initiative for improvement.

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