Customer Support Manager

2 weeks ago

Portishead, United Kingdom Alliants Full time

Were Hiring a Customer SupportManager

Location: Hybrid (Remote Southampton HQTravel)

Salary:CompetitiveBenefits

AtAlliants were on a mission totransform every customer engagement into something exceptional. Webelieve in working smart together to push the boundaries of companyculture and create futureproof customerexperiences.

Are you passionate about creatingmeaningful customer experiences and helping organisations deliveron their brand promises

Join us asourCustomer SupportManager in our growingServiceDeskteam


Aboutthe Role

We are seeking a dynamicand experienced Customer Support Manager to lead our support team.The ideal candidate will be responsible for ensuring high levels ofcustomer satisfaction by providing exceptional support for ourproducts and services. This role requires a proactive leader whocan build and manage a team solve complex issues maintain strongclient relationships and promote usereducation.

Reporting to the SVP Servicesresponsibilitiesinclude:

  • TeamLeadership: Manage and mentor a team of supportagents including an offshore 1st and 2nd line support providingguidance and training to ensure high performance. You should beable to inspire and manage the support team ensuring theyremotivated and equipped to handle customer issues. This includesdelegating tasks coaching team members and fostering a positivecollaborativeenvironment.

  • CustomerSupport: Oversee daily support operations usingIntercom and Freshdesk including handling escalations resolvingcomplex issues and ensuring timely responses to customerinquiries.

  • ProcessImprovement: Develop and implement processes toenhance the efficiency and effectiveness of the supportteam.

  • CustomerFeedback: Gather and analyse customer feedback toidentify areas for improvement and work with other departments toimplementsolutions.

  • PerformanceMetrics: Monitor key performance indicators (KPIs)to ensure the team meets or exceeds targets for response timeresolution time customer satisfaction and other relevantmetrics.

  • KnowledgeManagement: Maintain and update the supportknowledge base ensuring that support agents and customers haveaccess to the most current information. Leverage AI and driveautomation to help achievethis.

  • CrossFunctionalCollaboration: Work closely with Product Sales andMarketing teams to ensure customer needs are met and to provideinput on product improvements and new features. Also ourInformation Security and Internal Support team to help supporttheir operations e.g. for security & internal supportoutside of core UK hours.

  • Reporting:Prepare regular reports on support team performanceand customer feedback for seniormanagement.

  • IncidentManagement: Spearhead rapid incident responsestrategies to mitigate operational threats and minimise impact forour external customers. Act as the primary contact for escalationin product and service incidents ensuring timely and effectiveresolution.

  • ProblemSolvingand Critical Thinking: Be adept at analyzingcustomer issues even complex ones to offer clear solutions orescalate them effectively.

  • Communications:Strong verbal and written communication is essential for conveyingtechnical concepts in an accessible way to customers coordinatingwith internal teams and managing expectations. Being able totranslate tech language into customerfriendly terms is especiallyvaluable.



TechnicalExperience

  • Managinghighvolume service desks within a rapidly evolving techlandscape.

  • Knowledge ofpublic cloud environments particularly AWS with an awareness ofsecurity bestpractices.

  • Deep familiaritywith service desk software tools and incident tracking systemsincluding Freshdesk Intercom or similarplatforms.

  • Experience indesigning and implementing disaster recovery plans and businesscontinuity strategies within the service deskfunction.

  • Experience inrunning continuous improvement projects using tools such as Jiraand frameworks such as AgileSCRUM.


CommercialExperience

  • Provenexperience in a customer support role preferably in a SaaS orhospitalityenvironment.

  • Experiencemanaging a support team of at least 10people.

  • Experience inmanaging remote and globally dispersed teams preferably within apartnership or vendor managementcontext.

  • Background inproviding 24/7 customersupport.

  • Demonstratedsuccess in leading crossfunctional projects and initiativesenhancing service delivery and operational excellence across theorganisation.

  • Background indeveloping and implementing training programs to elevate teamskills and knowledge particularly in areas related to customersupport.

  • Excellentproblemsolving abilities and a customerfocusedmindset.

  • Ability to work ina fastpaced environment and manage multiplepriorities.

  • Strongcommunication and interpersonalskills.


Qualifications

  • Bachelorsdegree in Business IT Hospitality Management or a relatedfield.

  • ITIL Foundationcertification (or higher)desired.

  • AWS certifications(e.g. Cloud Practitioner Solutions Architect) seen as a significantadvantage.

  • Proficiency withsupport software particularly Intercom &Freshdesk.

  • Experience in anSaaS organization with an Annual Recurring Revenue (ARR) of over$4M.


Whatsin it for you

We know weall work better in an autonomous collaborative diverse andequitable space. To support you in becoming the best version ofyourself we offer you:

A competitivesalary

Up to 10% annual bonus

Remote & flexible working

25 daysholiday public holidays

Digital Nomad: travelabroad while working for 30 days a year

Generouslevel of stock options

Privatehealthcare

Life Insurance

Monthly takeaway allowance

Pension with matchedemployer contribution

Customisedonboarding kit

1500 training and developmentbudget each year

To celebrate you joining theteam we will plant a Great Oaktree


Alliantscelebrate diversity and are committed to creating an inclusiveenvironment for all employees.

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