UK Technical Support Manager

2 weeks ago

London, Greater London, United Kingdom Exclaimer Full time

The estimated salary for this Head of Technical Support, UK role is £65,000 - £85,000 per year.

Job Summary

This is a critical leadership position at Exclaimer, where you will oversee the entire customer service operation for the UK region. With significant experience in technical support operations and a proven track record of driving results, you will be instrumental in delivering exceptional customer experiences while leading and developing your team.

Responsibilities
  • Strategic Planning:
    • Collaborate with the Director of Support to develop and execute strategic plans for the UK technical support team, ensuring seamless alignment with organisational goals.
  • Leadership and Development:
    • Leverage your expertise to lead and mentor your team, focusing on building their skills and capabilities to excel in their roles.
    • Ensure that your team delivers exceptional customer service, exceeding expectations in terms of response times, resolution rates, and overall satisfaction.
  • Process Improvement:
    • Identify areas for improvement within the department and develop innovative solutions to increase efficiency, reduce costs, and enhance the overall customer experience.
  • Customer Service:
    • Develop and implement comprehensive customer service strategies to ensure that customers receive the highest level of support and satisfaction.
  • Talent Acquisition and Development:
    • Develop and execute a recruitment strategy to attract top talent for the technical support team, focusing on skills, experience, and cultural fit.
  • Performance Management:
    • Establish and maintain a robust performance management framework to drive accountability, recognition, and growth within the team.
Requirements
  • Minimum 5 years of experience in an operational leadership role in a B2B SaaS environment.
  • Proven track record of driving results through process improvements and innovations.
  • Excellent leadership and development skills, with a focus on building high-performing teams.
  • Strong analytical and problem-solving skills, with attention to detail and numerical accuracy.
  • Effective communication and interpersonal skills, with ability to engage with diverse stakeholders.
  • Experiential knowledge of Salesforce CRM and Zendesk is highly desirable.
What We Offer

In addition to a competitive compensation package, we offer hybrid working, healthcare, life insurance, 6 weeks work-anywhere option per year, employee assistance program, contributory retirement savings plan, opportunities for training & development, great team and culture, discounts portal, income protection insurance, and online GP services. Exclaimer is committed to fostering a culture of equality, diversity, and inclusion, and we welcome applications from talented individuals from diverse backgrounds.

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