Global Customer Support Leader

4 weeks ago


London, Greater London, United Kingdom Yoobic, Ltd. (Italy) Full time

We are seeking a highly skilled Global Customer Support Leader to join our team at Yoobic, Ltd. (Italy). As a key member of our operations team, you will be responsible for leading and managing our global customer support team based in London.

About the Role

The successful candidate will have proven experience managing customer support or technical support teams, preferably within SaaS or technology environments. You will be expected to provide leadership, coaching, and professional development for the Customer Support team, overseeing daily operations, including workload management, ticket prioritization, and ensuring SLAs are met or exceeded.

You will also drive customer retention and satisfaction by acting as the customer advocate, ensuring support processes prioritize a seamless and exceptional customer experience. Additionally, you will work closely with Product, QA, Customer Success, and Customer Implementation teams to ensure swift resolution of technical issues.

A strong customer-first mindset, technical acumen, and experience implementing and managing ticketing systems such as Jira or Zendesk are required. Strong English language skills are necessary, and French would be a plus. The estimated salary for this role is £70,000 - £90,000 per annum, depending on experience.

In return for your expertise, you can expect a competitive salary and benefits package, including 33 days annual leave, vitality medical coverage, and enhanced mental health coverage. Regular training, coaching, and development opportunities will also be provided.



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