Customer Support Manager
2 days ago
We are seeking a highly skilled and experienced Customer Support Manager to lead our customer support teams based in Birmingham. As a key member of our operations team, you will work closely with our broader business to deliver an exceptional customer experience.
Key Responsibilities- Team Leadership: Lead, mentor, and develop an engaged customer support team to ensure they provide exceptional service.
- Support Operations: Oversee daily support operations, including ticket management, escalations, and resolution times.
- Customer Experience: Ensure a seamless and positive customer experience by addressing customer enquiries and issues promptly and effectively.
- Performance Monitoring: Track and analyze support metrics to identify trends and areas for improvement.
- Process Improvement: Develop and implement strategies to improve support processes and enhance customer satisfaction.
- Collaboration: Work closely with other departments, such as Product, Sales & Customer Success, to ensure a cohesive approach to customer support.
- Training and Development: Identify ongoing training and development opportunities for the support team to enhance their skills and knowledge.
- Customer Feedback: Analyze customer feedback to identify common issues and work with the relevant teams to address them.
- Incident Management: Act as a key point of escalation to ensure swift incident resolution and effective client management.
- Site Management: Facilitate and oversee office management and coordinate all health & safety colleagues and tasks with the support of the Property team.
- Health & Safety: Log and investigate any accidents, near misses, and incidents on the reporting tool to ensure accurate health & safety reporting.
- Quarterly Inspections: Complete quarterly workplace inspections.
- Training and Compliance: Ensure the appropriate number of first aiders and fire wardens are trained, keep site information updated, and request training or refresher training for colleagues via the Property team when required.
- Communication: Manage the site email address for incoming and outgoing communication and queries.
- Maintenance: Report maintenance issues via the reporting tool for expedient response by the Facilities Management provider where required.
- Area Audits: Complete monthly area audits within 5 working days of receipt of the monthly area audit report.
- Visitor Management: Review and manage visitor passes and retain signing in/out process for audit and security purposes.
- Event Support: Support Group internal communication activities and events by acting as the point of contact for site coordination.
- Qualifications: Bachelor's Degree in Business, Management, or a related field.
- Experience: Proven experience in a customer support or management role, preferably in a SaaS company.
- Leadership: Strong leadership and team management experience.
- Forecasting and Scheduling: Experience with forecasting and scheduling to ensure your teams can respond to and resolve issues within target SLAs.
- Data Analysis: Experience with data analysis, investigation, reporting, and acting on feedback.
- Customer Support Software: Experience with customer support software and CRM systems, such as Zendesk or a similar service management tool.
- Strategic Implementation: Proven track record of implementing strategies to reduce customer contact demand.
- Customer Centric: Passionate about delivering a great customer experience and ensuring customer satisfaction (positively impacting Brand NPS).
- Leadership: Ability to lead and motivate a team to achieve high performance.
- Communication: Strong verbal and written communication skills; excellent interpersonal and relationship building skills.
- Problem-Solving: A natural problem-solver, with strong analytical skills to identify and resolve issues efficiently.
- Collaboration: Proven ability to work effectively and collaboratively with cross-functional teams and across different geographies.
- Colleague Engagement: Ability to create a working environment that drives positive colleague engagement and high performance.
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