Customer Support Team Lead

19 hours 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. The ideal candidate will be responsible for ensuring high levels of customer satisfaction by providing exceptional support for our products and services.



  • Team Leadership: Manage and mentor a team of support agents, including offshore 1st and 2nd line support, providing guidance and training to ensure high performance.
  • Customer Support: Oversee daily support operations using Intercom and Freshdesk, 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 analyse 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.
  • Reporting: Prepare regular reports on support team performance and customer feedback for senior management.
  • Incident Management: Spearhead rapid incident response strategies to mitigate operational threats and minimise impact for our external customers.
  • Problem Solving and Critical Thinking: Be adept at analysing customer issues, even complex ones, to offer clear solutions or escalate them effectively.
  • Communications: Strong verbal and written communication is essential for conveying technical concepts in an accessible way to customers, coordinating with internal teams, and managing expectations.

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 and Intercom.
  • 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 or 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, such as Cloud Practitioner or Solutions Architect, seen as a significant advantage.
  • Proficiency with support software, particularly Intercom and Freshdesk.
  • Experience in an SaaS organisation with an Annual Recurring Revenue (ARR) of over $4M.

What's in it for you


We at Alliants believe in creating 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 and flexible working


25 days' holiday, plus 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


To celebrate you joining the team, we will plant a Great Oak tree.


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

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