Customer Service Manager Technical Lead

4 days ago

London, Greater London, United Kingdom ACCS - ARES Customer Care Solutions GmbH Full time
Job Description

Job Title: Customer Service Manager Technical Lead

Job Summary:

The Customer Service Manager Technical Lead is responsible for the efficient oversight of their assigned support team and overall management of the support queue in alignment with other team managers. The Customer Support Team Manager reports to the regional Director of Global Support.

Key Responsibilities:

  • Align day-to-day team activities with overall Global Support and Customer Excellence strategies

  • Communicate and operationalize Global Support metrics and goals at the local support team level

  • Manage day-to-day operations of your team, including performance management, capacity management, and team scheduling

  • Drive team performance and quality by leveraging and continually improving our Support Quality Framework

  • Participate as a member of the Support Leadership team by assisting with process and systems improvement efforts

  • Work with individual team members to actively coach and build team member development plans, and when needed, performance plans

  • Collaborate with our Enablement Team and Launch Pad (Support Learning) team to ensure new team members are onboarded and contributing quickly

  • Provide a primary escalation point for customers and internal stakeholders for support-related issues

  • Ensure team performance relative to Support SLA, Customer Satisfaction and Response/Resolution related goals

  • Identify support trends and opportunities for improvement and partner with support leadership on improvement plans

  • Manage the closed-loop customer satisfaction feedback program for your support team

  • Collaborate with our Product & Engineering teams to identify and resolve customer issues

  • Communicate Support strategy and performance updates to internal teams

  • Update customers on Mimecast's Support Road Map

  • Work with members of Customer Excellence, Product & Go-to-Market leadership to continually refine and improve the customer experience we offer

Requirements:

  • 2-4 years of Support leadership experience

  • An emphasis on customer satisfaction and the ability to remain calm under pressure

  • Demonstrated crisis management skills, including the ability to set priorities and pursue multiple threads at the same time

About ACCS - ARES Customer Care Solutions GmbH:

ACCS - ARES Customer Care Solutions GmbH is a leading provider of customer care solutions. We are committed to building an inclusive, diverse community that celebrates and welcomes everyone. Our team is dedicated to delivering exceptional customer experiences and driving business growth through innovative solutions.

  • Customer Service Operations Coordinator

    3 days ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job DescriptionJob Title: Customer Service Resource CoordinatorJob Summary:We are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team at Customer Labs. The successful candidate will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • Customer Service Operations Coordinator

    3 days ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job DescriptionJob Title: Customer Service Resource CoordinatorJob Summary:We are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team at Customer Labs. The successful candidate will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • ServiceNow Technical Implementation Lead

    4 days ago

    London, Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    About the Role:We are seeking a highly skilled ServiceNow Technical Implementation Lead to join our team at Konversational - The ServiceNow Customer Workflow Experts. As a key member of our consulting team, you will be responsible for leading the technical implementation of ServiceNow solutions for our clients.Key Responsibilities:Setup, develop, configure,...

  • ServiceNow Technical Implementation Lead

    4 days ago

    London, Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    About the Role:We are seeking a highly skilled ServiceNow Technical Implementation Lead to join our team at Konversational - The ServiceNow Customer Workflow Experts. As a key member of our consulting team, you will be responsible for leading the technical implementation of ServiceNow solutions for our clients.Key Responsibilities:Setup, develop, configure,...

  • Ecology Manager

    3 days ago

    London, Greater London, United Kingdom Lead Careers Full time

    About the RoleLead Careers is representing a client who is currently seeking a highly skilled and experienced Ecology Manager to join their team. This is a remote-based opportunity, offering a competitive salary in the range of £40,000 to £55,000.You will be working within a well-regarded, established consultancy, with an opportunity to grow your own...

  • Ecology Manager

    2 days ago

    London, Greater London, United Kingdom Lead Careers Full time

    About the RoleLead Careers is representing a client who is currently seeking a highly skilled and experienced Ecology Manager to join their team. This is a remote-based opportunity, offering a competitive salary in the range of £40,000 to £55,000.You will be working within a well-regarded, established consultancy, with an opportunity to grow your own...

  • Technical Lead

    7 days ago

    London, Greater London, United Kingdom Nomo Fintech Full time

    About the RoleWe are seeking an experienced Backend Engineering Lead to join our team at Nomo Fintech. As a key member of our engineering team, you will be responsible for delivering high-impact and innovative solutions that drive business value.Key ResponsibilitiesLead and manage a team of engineers to design, develop, and deploy scalable and secure...

  • Customer Propositions Lead

    7 days ago

    London, Greater London, United Kingdom Lead Talent Group Limited Full time

    About the RoleWe are seeking a highly skilled Marketing Communications Specialist to join our team at Lead Talent Group Limited. As a key member of our Customer Propositions and Marketing function, you will play a critical role in supporting the strategic and revenue growth priorities of our organization.Key ResponsibilitiesDevelop and Execute Marketing...

  • Network Technical Lead

    1 month ago

    London, Greater London, United Kingdom Parliamentary Digital Service Full time

    The Opportunity At the Parliamentary Digital Service, we make a profound impact on UK democracy. Its work enables UK Parliament to run smoothly, function efficiently and operate transparently. And when you join us in this new, unique and rarely recruited-for role, you'll be key to the ongoing success of everything we do - as you take the lead on our...

  • Technical Lead

    7 days ago

    London, Greater London, United Kingdom Rise Technical Recruitment Full time

    About the RoleRise Technical Recruitment is seeking a highly motivated and experienced Project Engineer to join our team. As a Project Engineer, you will be responsible for leading technical projects from conception to completion, ensuring that they are delivered on time, within budget, and to the required quality standards.Key ResponsibilitiesLead technical...

  • Technical Account Manager

    4 weeks ago

    London, Greater London, United Kingdom Rise Technical Recruitment Ltd Full time

    Technical Account Manager£30'000- DOE + EV Car + Pension, Life assurance, Income protection, & Discount Schemes, Company laptop & Mobile Phone.Remote / Brackley - Occasional UK wide & International travel requiredMonday - Thursday 8-5 & Friday flexible)ASAP start Are you a Technical Account Manager from an Engineering background or a Sales Engineer looking...

  • Ecology Manager

    4 days ago

    London, Greater London, United Kingdom LEAD Careers Full time

    Job SummaryLEAD Careers is seeking a highly skilled and experienced Ecology Manager to join our team. As a key member of our environmental consultancy, you will be responsible for leading ecological assessments, habitat surveys, and ecological impact assessments. This is a remote-based opportunity, offering a competitive salary and a chance to grow your own...

  • Ecology Manager

    4 days ago

    London, Greater London, United Kingdom LEAD Careers Full time

    Job SummaryLEAD Careers is seeking a highly skilled and experienced Ecology Manager to join our team. As a key member of our environmental consultancy, you will be responsible for leading ecological assessments, habitat surveys, and ecological impact assessments. This is a remote-based opportunity, offering a competitive salary and a chance to grow your own...

  • Service Delivery Manager

    2 days ago

    London, Greater London, United Kingdom Advanced Technical Recruitment Full time

    Job Summary:Advanced Technical Recruitment is seeking a highly skilled and experienced Service Delivery Manager to lead our service delivery team in the UK. As a key member of our team, you will be responsible for driving service excellence, customer satisfaction, and business growth.Key Responsibilities:Develop and implement service strategies to meet...

  • Service Delivery Manager

    2 days ago

    London, Greater London, United Kingdom Advanced Technical Recruitment Full time

    Job Summary:Advanced Technical Recruitment is seeking a highly skilled and experienced Service Delivery Manager to lead our service delivery team in the UK. As a key member of our team, you will be responsible for driving service excellence, customer satisfaction, and business growth.Key Responsibilities:Develop and implement service strategies to meet...

  • Professional Services Technical Lead

    7 days ago

    London, Greater London, United Kingdom LexisNexis Risk Solutions Full time

    About the RoleWe are seeking a highly skilled Senior Technical Implementation Consultant to join our team at LexisNexis Risk Solutions. As a key member of our Business Services vertical, you will play a critical role in delivering implementations for our clients.About the BusinessLexisNexis Risk Solutions is a leading provider of risk assessment solutions....

  • Senior Mechanical Engineer

    8 hours ago

    London, Greater London, United Kingdom Cognize Technical Recruitment Full time £50,000

    Job Summary:Cognize Technical Recruitment is seeking a highly skilled and experienced Senior Mechanical Engineer to lead our engineering team. As a technical expert, you will provide technical support and expertise to ensure the delivery of engineering projects and services to meet customer requirements.Key Responsibilities:Provide in-depth technical support...

  • Senior Mechanical Engineer

    10 hours ago

    London, Greater London, United Kingdom Cognize Technical Recruitment Full time £50,000

    Job Summary:Cognize Technical Recruitment is seeking a highly skilled and experienced Senior Mechanical Engineer to lead our engineering team. As a technical expert, you will provide technical support and expertise to ensure the delivery of engineering projects and services to meet customer requirements.Key Responsibilities:Provide in-depth technical support...

  • Senior ServiceNow Technical Consultant

    3 hours ago

    London, Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    About the RoleWe are seeking a highly skilled Senior Technical Consultant to join our team at Konversational - The ServiceNow Customer Workflow Experts. As a Senior Technical Consultant, you will be responsible for leading the technical implementations of ServiceNow in a consulting environment, with a focus on delivering seamless customer experiences.Key...

  • Senior ServiceNow Technical Consultant

    4 hours ago

    London, Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    About the RoleWe are seeking a highly skilled Senior Technical Consultant to join our team at Konversational - The ServiceNow Customer Workflow Experts. As a Senior Technical Consultant, you will be responsible for leading the technical implementations of ServiceNow in a consulting environment, with a focus on delivering seamless customer experiences.Key...