Customer Experience Manager

1 week ago

Leeds, Leeds, United Kingdom Fruition IT Full time
Transformative Customer Support Role

Fruition IT

Leeds - Hybrid

Up to £35,000

Fruition IT is seeking a seasoned Customer Support Manager to spearhead the customer experience transformation of a pioneering tech-first business. As a key member of the team, you will be responsible for leading a team of technical support specialists, driving continuous improvement, and developing innovative processes to enhance customer satisfaction.

Key Responsibilities:

  • Lead the customer experience/support domain, championing a customer-centric approach.
  • Manage a team of technical support engineers, providing guidance and support to ensure high-quality service delivery.
  • Implement and evolve customer tools, enabling self-service options for customers.
  • Identify trends in support issues, proactively offering 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 and problem-solving.
  • Excellent leadership and communication skills.
  • Proven experience with Jira Service Management and ITIL processes.
  • Proficiency in customer-facing roles, with a strong ability to deliver exceptional customer service.

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