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Customer Support Manager

2 months ago

Birmingham, Birmingham, United Kingdom Moorepay Full time
About the Role

We are seeking a highly skilled and experienced Customer Support Manager to lead our customer support teams based in Birmingham. As a key member of our operations team, you will work closely with our broader business to deliver an exceptional customer experience.

Key Responsibilities
  • Team Leadership: Lead, mentor, and develop an engaged customer support team to ensure they provide exceptional service.
  • Support Operations: Oversee daily support operations, including ticket management, escalations, and resolution times.
  • Customer Experience: Ensure a seamless and positive customer experience by addressing customer enquiries and issues promptly and effectively.
  • Performance Monitoring: Track and analyze support metrics to identify trends and areas for improvement.
  • Process Improvement: Develop and implement strategies to improve support processes and enhance customer satisfaction.
  • Collaboration: Work closely with other departments, such as Product, Sales & Customer Success, to ensure a cohesive approach to customer support.
  • Training and Development: Identify ongoing training and development opportunities for the support team to enhance their skills and knowledge.
  • Customer Feedback: Analyze customer feedback to identify common issues and work with the relevant teams to address them.
  • Incident Management: Act as a key point of escalation to ensure swift incident resolution and effective client management.
Additional Responsibilities
  • Site Management: Facilitate and oversee office management and coordinate all health & safety colleagues and tasks with the support of the Property team.
  • Health & Safety: Log and investigate any accidents, near misses, and incidents on the reporting tool to ensure accurate health & safety reporting.
  • Quarterly Inspections: Complete quarterly workplace inspections.
  • Training and Compliance: Ensure the appropriate number of first aiders and fire wardens are trained, keep site information updated, and request training or refresher training for colleagues via the Property team when required.
  • Communication: Manage the site email address for incoming and outgoing communication and queries.
  • Maintenance: Report maintenance issues via the reporting tool for expedient response by the Facilities Management provider where required.
  • Area Audits: Complete monthly area audits within 5 working days of receipt of the monthly area audit report.
  • Visitor Management: Review and manage visitor passes and retain signing in/out process for audit and security purposes.
  • Event Coordination: Support Group internal communication activities and events by acting as the point of contact for site coordination.
Requirements
  • Qualifications: Bachelor's Degree in Business, Management, or a related field.
  • Experience: Proven experience in a customer support or management role, preferably in a SaaS company.
  • Leadership: Strong leadership and team management experience.
  • Forecasting and Scheduling: Experience with forecasting and scheduling to ensure your teams can respond to and resolve issues within target SLAs.
  • Data Analysis: Experience with data analysis, investigation, reporting, and acting on feedback.
  • Customer Support Software: Experience with customer support software and CRM systems, such as Zendesk or a similar service management tool.
  • Strategic Implementation: Proven track record of implementing strategies to reduce customer contact demand.
Key Competencies
  • Customer Centric: Passionate about delivering a great customer experience and ensuring customer satisfaction (positively impacting Brand NPS).
  • Leadership: Ability to lead and motivate a team to achieve high performance.
  • Communication: Strong verbal and written communication skills; excellent interpersonal and relationship building skills.
  • Problem-Solving: A natural problem-solver, with strong analytical skills to identify and resolve issues efficiently.
  • Collaboration: Proven ability to work effectively and collaboratively with cross-functional teams and across different geographies.
  • Colleague Engagement: Ability to create a working environment that drives positive colleague engagement and high performance.