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Customer Support Operations Manager

2 months ago

Tunbridge Wells, Kent, United Kingdom mpro5 Full time
Position Overview

mpro5 is seeking a dedicated Customer Support Operations Manager to enhance our team. This role is designed for a full-time, permanent position, offering a competitive salary based on experience.

Work Arrangement: This position allows for a hybrid work model, requiring three days in the office each week.

Working Hours: Monday to Friday

Employment Type: Full-time, Permanent

Compensation: Competitive salary based on experience

Employee Benefits:

  • Generous annual leave
  • Health insurance coverage
  • Enhanced vision and dental care
  • Pension plan
  • Monthly perks through Perkbox
  • Bicycle scheme
  • Electric vehicle scheme
  • Day off for birthdays
  • Additional in-office perks...

About mpro5: mpro5 is a leading provider of process management solutions, serving a diverse clientele including major retailers and public sector organizations. Our subscription-based platform delivers significant productivity improvements and cost efficiencies for our users.

Role Responsibilities:

Team Leadership:

  • Guide, mentor, and supervise a team of Customer Support Engineers, Analysts, and Solutions Architects.
  • Encourage a collaborative and high-achieving workplace, fostering professional development.
  • Conduct regular performance evaluations, offering constructive feedback and establishing team objectives.

Support Management:

  • Ensure prompt and effective resolution of support incidents, prioritizing based on urgency and impact.
  • Oversee the investigation and documentation of reported issues, ensuring accurate replication and thorough root cause analyses.
  • Monitor and report on team performance metrics, including response times and customer satisfaction levels.
  • Maintain an up-to-date knowledge base for technical implementation and support.

Strategic Development:

  • Formulate and execute strategies to improve the efficiency and effectiveness of support and solutions teams, aligned with industry best practices.
  • Identify areas for process enhancement and lead initiatives to boost customer satisfaction and operational performance.
  • Stay informed on industry trends to continuously refine support and implementation methodologies.

Client Relations:

  • Build and maintain strong relationships with key clients, serving as an escalation point for complex issues.
  • Provide regular updates to clients regarding the status of their support requests and implementations, ensuring clear communication.

Cross-Department Collaboration:

  • Work closely with other teams, including Product Development, Sales, and Customer Success, to ensure cohesive collaboration.
  • Coordinate efforts across functions to resolve incidents and deliver tailored customer solutions.

Ideal Candidate Profile:

  • 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 track record of developing high-performing teams.
  • Excellent analytical and problem-solving skills, with a strategic mindset.
  • Outstanding communication abilities, both written and verbal, with the capacity to convey technical concepts clearly.
  • Experience in customer implementation and configuration, with a solid understanding of SaaS offerings.
  • Familiarity with support tools and ticketing systems.
  • Ability to juggle multiple priorities in a dynamic work environment.
  • Strong commitment to customer service excellence.

Why Join Us?

mpro5 has been recognized for creating a supportive work environment that prioritizes employee well-being, offering flexible working arrangements, comprehensive health coverage, and professional development opportunities.

Core Values:

Collaboration: We value partnerships with customers and suppliers, striving for mutual respect and excellence.

Innovation: We embrace change and continuously seek to enhance our knowledge for the benefit of our clients and partners.

Team Spirit: We foster a motivated and committed team that takes pride in their contributions and serves our customers with integrity.

Courage: We face challenges head-on, turning obstacles into opportunities for growth and success.

Integrity: Trust is fundamental to our relationships, built on honesty and reliability, ensuring we meet and exceed expectations.

mpro5 is an equal opportunity employer, welcoming applications from individuals regardless of their background.