Customer Service Director

5 days ago

Reading, Reading, United Kingdom Integral Recruitment Ltd Full time

Job Title: Customer Service Manager

Job Type: Full-time

Company: Integral Recruitment Ltd

About the Role:

We are seeking an experienced Customer Service Manager to join our team at Integral Recruitment Ltd. As a Customer Service Manager, you will be responsible for leading our customer support team and ensuring that our clients receive exceptional service and support.

Key Responsibilities:

  • Team Leadership and Management: Lead and mentor a high-performing customer support team, fostering a culture of excellence and continuous improvement.
  • Managing Onboarding and Support Transition: Oversee the transfer of new clients from implementation to support, ensuring new clients are set up for success from day one.
  • Account Management and Point of Escalation: Act as a point of escalation for customer issues, ensuring timely and effective resolution. Develop and maintain strong relationships with all clients, to ensure customer satisfaction, loyalty, and advocacy.
  • Customer Experience Metrics: Monitor, report, and action customer experience metrics to ensure high levels of customer satisfaction within the required SLA's and KPI's.
  • Process Improvement: Conduct customer journey mapping, identifying and optimizing customer touchpoints to create a seamless and delightful customer experience.
  • Collaboration and Facilitation: Facilitate collaboration between the support and development teams to ensure customer feedback is incorporated into product development.

Requirements:

  • 3-5 years' experience in a support function of a SaaS business with a proven track record of success in building strong client relationships and exceeding customer expectations.
  • 3+ years' experience in a customer-facing leadership role within SaaS, including dealing with escalations and complaints.
  • Proven experience of leading high-performing customer support teams.
  • In-depth understanding of the SaaS customer journey.
  • Experience with CRM software.
  • Experience in leading process improvement within a SaaS environment.

What We Offer:

We offer a competitive salary, bonus, private healthcare, flexible and remote working, rising holiday, enhanced pension, dedicated training time, and lots more. This role is fully remote, but travel may occasionally be required.

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