Head of Support Operations
4 weeks ago
We're an innovative company, Icarus Media Digital, driving success across multiple online ventures, with a strong focus on the French market, and we're looking for a hands-on Head of Support to lead our Support function within the Tech department.
You'll be responsible for the smooth running of the support operations, playing a crucial role in ensuring customer satisfaction, technical troubleshooting, and internal team collaboration.
- Operational Leadership: Oversee the day-to-day operations of the support team, ensuring that service levels are met and improved upon.
- Customer-Centric Leadership: Act as the escalation point for complex issues, ensuring that our customers receive best-in-class support.
- Problem Solving and Incident Management: Excel at identifying, communicating, and reporting complex and potentially ambiguous system issues.
- Team Leadership and Development: Lead, mentor, and inspire teams of support agents.
- 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.
- 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.
- A fast learner who thrives in a feedback-driven culture and is comfortable adapting to new tools and processes.
- Excellent organisational skills, with the ability to prioritise tasks in a dynamic environment.
- Fluency in French, with a good understanding of French administrative and bureaucratic processes.
- £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 (Worldwide unique experiences)
- £17 Deliveroo lunch credit for each day in the office
- MacBook Buy-Back option
- £500 home office budget
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