Customer Support Manager

2 weeks 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.

You will also be responsible for developing and implementing processes to enhance the efficiency and effectiveness of the support team, gathering and analyzing customer feedback to identify areas for improvement, and working with other departments to implement solutions.

Additionally, you will be responsible for monitoring key performance indicators (KPIs) to ensure the team meets or exceeds targets for response time, resolution time, customer satisfaction, and other relevant metrics.

Technical Experience

  • Managing high-volume service desks within a rapidly evolving tech landscape.
  • Knowledge of public cloud environments, particularly AWS, with an awareness of security best practices.
  • Deep familiarity with service desk software tools and incident tracking systems, including Freshdesk, Intercom, or similar platforms.
  • Experience in designing and implementing disaster recovery plans and business continuity strategies within the service desk function.
  • Experience in running continuous improvement projects using tools such as Jira and frameworks such as Agile SCRUM.

Commercial Experience

  • Proven experience in a customer support role, preferably in a SaaS or hospitality environment.
  • Experience managing a support team of at least 10 people.
  • Experience in managing remote and globally dispersed teams, preferably within a partnership or vendor management context.
  • Background in providing 24/7 customer support.
  • Demonstrated success in leading cross-functional projects and initiatives enhancing service delivery and operational excellence across the organisation.
  • Background in developing and implementing training programs to elevate team skills and knowledge, particularly in areas related to customer support.
  • Excellent problem-solving abilities and a customer-focused mindset.
  • Ability to work in a fast-paced environment and manage multiple priorities.
  • Strong communication and interpersonal skills.

Qualifications

  • 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 & Freshdesk.
  • Experience in an SaaS organization with an Annual Recurring Revenue (ARR) of over $4M.

What We Offer

We know we all work better in an autonomous, collaborative, diverse, and equitable space. To support you in becoming the best version of yourself, we offer:

A competitive salary

Up to 10% annual bonus

Remote & flexible working

25 days holiday, 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

Customised onboarding kit

1500 training and development budget each year

We celebrate diversity and are committed to creating an inclusive environment for all employees.

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