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Head of Support

2 months ago

UK, UK, United Kingdom AppsAnywhere | Software Delivery at Scale Full time

We’re on the lookout for an experienced support management professional to lead our amazing team of customer support engineers, and to ensure the delivery of exceptional service to our loyal customers across the globe.


The successful candidate will be responsible for creating and leading a high performing support team that delivers on results and sets us apart from other vendors when it comes to an unrivalled customer experience. You will be managing our support operations, enhancing customer satisfaction, and driving continuous improvement in our processes.


This is a key leadership role that requires strategic thinking, excellent communication skills, demonstrable management experience, and above all, a passion for customer service. You don’t need to be a technical expert to be successful in this role; we’re more interested in finding a candidate who thrives on managing a team to excellence and is results focused through and through…


Key Responsibilities:


  • Team Leadership: Direct and inspire a high-performing support team, providing guidance, mentorship, and resources to ensure individual and collective success.
  • Service Excellence: Establish and maintain a culture of exceptional customer service, overseeing the resolution of customer inquiries, issues, and escalations with a commitment to timeliness and quality.
  • Process Optimization: Continuously evaluate and enhance support processes to increase efficiency, responsiveness, and customer satisfaction. Implement best practices for incident management and resolution.
  • Collaboration: Work closely with cross-functional teams, including product development, sales, and marketing, to communicate customer feedback and contribute to product improvements.
  • Metrics and Reporting: Develop and monitor key performance indicators (KPIs) to assess support team effectiveness. Provide regular reports to executive leadership on support performance and customer feedback.
  • Training and Development: Implement training programs to ensure support staff are well-equipped with the knowledge and skills required to deliver top-notch customer support.


Qualifications:

  • Proven experience in a leadership role within a customer support or service delivery environment.
  • Understanding of software products and the ability to communicate with both technical and non-technical audiences.
  • Exceptional interpersonal and communication skills.
  • Demonstrated success in optimizing support processes and improving customer satisfaction.
  • Experience in supporting channel partners and collaborating on customer engagements.


Why Join AppsAnywhere?

At AppsAnywhere we are people focused in everything we do We offer the following benefits to enhance our employee’s experience:


Unlimited paid holidays

Hybrid & flexible working

Casual dress

Cycle to work scheme

On-site parking

5 days paid leave to carry out charity work

Private healthcare plan including an employee assistance programme with free access to counselling, discounts from highstreet stores and gym memberships, and cash back for treatments such as dental and eyecare.


As the Head of Support, you’ll have the opportunity to shape the future of our support team, contribute to the success of our products, and work with a dynamic and talented team that spans three continents.


If you're passionate about customer satisfaction, have a strategic mindset, and thrive in a collaborative environment where you want to make a real difference to millions of students, we invite you to apply straight away