Customer Support Team Lead

1 week ago

Portishead, North Somerset, United Kingdom Alliants Full time
About the Role

We are seeking a highly skilled and experienced Customer Support Manager to lead our support team at Alliants. As a key member of our ServiceDesk team, you will be responsible for ensuring high levels of customer satisfaction by providing exceptional support for our products and services.

The ideal candidate will be a proactive leader who can build and manage a team, solve complex issues, maintain strong client relationships, and promote user education. You will be responsible for overseeing daily support operations, handling escalations, resolving complex issues, and ensuring timely responses to customer inquiries.

Key Responsibilities:

  • Team Leadership: Manage and mentor a team of support agents, providing guidance and training to ensure high performance.
  • Customer Support: Oversee daily support operations, including handling escalations, resolving complex issues, and ensuring timely responses to customer inquiries.
  • Process Improvement: Develop and implement processes to enhance the efficiency and effectiveness of the support team.
  • Customer Feedback: Gather and analyze customer feedback to identify areas for improvement and work with other departments to implement solutions.
  • Performance Metrics: Monitor key performance indicators (KPIs) to ensure the team meets or exceeds targets for response time, resolution time, customer satisfaction, and other relevant metrics.
  • Cross-Functional Collaboration: Work closely with Product, Sales, and Marketing teams to ensure customer needs are met and to provide input on product improvements and new features.

Requirements:

  • Bachelor's degree in Business, IT, Hospitality Management, or a related field.
  • ITIL Foundation certification (or higher) desired.
  • AWS certifications (e.g. Cloud Practitioner, Solutions Architect) seen as a significant advantage.
  • Proficiency with support software, particularly Intercom and Freshdesk.
  • Experience in an SaaS organization with an Annual Recurring Revenue (ARR) of over $4M.

What We Offer:

  • A competitive salary.
  • Up to 10% annual bonus.
  • Remote and flexible working.
  • 25 days holiday and public holidays.
  • Digital Nomad: travel abroad while working for 30 days a year.
  • Generous level of stock options.
  • Private healthcare.
  • Life Insurance.
  • Monthly takeaway allowance.
  • Pension with matched employer contribution.
  • Customized onboarding kit.
  • $1500 training and development budget each year.

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