Customer Support Operations Lead

3 weeks ago


London, Greater London, United Kingdom Nobul Resourcing Solutions Full time

Job Opportunity: Customer Support Manager (Remote/Hybrid)

About Nobul Resourcing Solutions, an award-winning SaaS company, we are seeking a dynamic Customer Support Operations Lead to join our forward-thinking team.

Company Overview:

Nobul Resourcing Solutions is revolutionizing the industry through automation and data-driven insights. We have won the Culture 100 Award, reflecting our dedication to an innovative, collaborative, and fulfilling workplace culture.

Key Responsibilities:

  • Develop and implement a comprehensive customer support strategy aligned with company goals and objectives.
  • Improve team efficiency and operational success through process enhancements and new tools, ensuring seamless customer experiences.
  • Lead efforts to boost customer satisfaction and exceed Service Level Agreement targets, driving business growth and revenue.
  • Cultivate a customer-centric approach, promoting prompt problem-solving mindsets and continuous learning of product knowledge and soft skills within the team.
  • Promote collaboration across teams to refine priorities and deliver actionable customer insights, fostering a proactive learning environment.
  • Build and scale a proficient support team, focusing on ownership and accountability, and monitor success during onboarding and maintain ISO processes for continuous improvement.
  • Keep stakeholders informed on project progress and department metrics, ensuring transparency and open communication.

Requirements:

  • 3+ years of experience managing a support team for a SaaS application, with a proven track record of significant impact and immediate contribution to strategic goals.
  • A technology enthusiast with a knack for learning new software and leveraging AI knowledge bot usage and contribution.
  • Excellent data-driven approaches, goal setting, and communication skills, with a creative, entrepreneurial mindset and a desire to help grow the business.

Salary: $80,000 - $110,000 per year, depending on experience.



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