Customer Support Director

1 week ago


Leeds, Leeds, United Kingdom Fruition IT Resources Limited Full time
Job Overview

Fruition IT Resources Limited, a well-established tech-first business, is embarking on a complete technical transformation.

We are seeking an experienced CUSTOMER SUPPORT DIRECTOR to join this journey and lead the overall customer experience on our bespoke software platform.

The successful candidate will champion the rebranding efforts in this space, driving continuous improvement and developing innovative processes to boost efficiency and customer satisfaction.

Main Responsibilities:

  • Own and champion the customer experience/support domain, ensuring seamless service delivery.
  • Lead and manage a team of technical support specialists, 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.

Salary Estimate: Up to £40,000 per annum, depending on location (Leeds), experience, and performance.



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