Head of Support Operations

4 weeks ago


London, Greater London, United Kingdom Icarus Media Digital Full time
About the Role

We are seeking a skilled Head of Support to lead our Support function within the Tech department. As the link between our support and development teams, you will facilitate effective issue resolution and champion continuous improvement in both process and service delivery.

This role offers an exciting opportunity to make a real impact in a dynamic environment that demands technical expertise, problem-solving abilities, and a commitment to operational excellence.

Key Responsibilities:

  • Operational and Customer-Centric Leadership: Oversee the day-to-day operations of the support team, ensuring that service levels are met and improved upon.
  • Problem Solving and Incident Management: Identify, communicate, and report complex and potentially ambiguous system issues.
  • Team Leadership and Development: Lead, mentor, and inspire teams of support agents, challenging them to continually improve.
  • Stakeholder Management and Cross-Functional Collaboration: Work closely with our founders, Tech team, and other key stakeholders to align support functions with product development and customer service goals.

Requirements:

  • Proven experience in providing top-tier support for technical products and services within a SaaS or eCommerce environment.
  • A successful track record of leading and developing support teams to deliver exceptional results.
  • Excellent communication skills, including the ability to explain complex technical issues in a clear, understandable manner.
  • Strong problem-solving skills, with the ability to break down issues methodically and propose effective solutions.
  • Experience in effective stakeholder management, with examples of cross-functional collaboration.

Benefits:

  • Competitive salary: £55K - £65K per annum.
  • Performance-related, quarterly-paid bonus - 10% per year.
  • 25 days holiday + Bank Holidays.
  • At least one legendary company trip per year.
  • £17 Deliveroo lunch credit for each day in the office.
  • MacBook Buy-Back option.
  • £500 home office budget.


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