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Head of Customer Service

3 months ago

United Kingdom Premier Sports Network Full time

Head of Customer Service | £60k - £75k base | Remote (UK based)


Premier Sports have partnered with a cutting edge performance data technology company that are looking for a Head of Customer Service.


The Company:

  • An international sport-tech company that uses performance GPS data to enhance and improve athletes training & games, also helping mitigate any injuries
  • Extremely affordable, making data accessible to masses, offers enhanced feedback and provides all-round team analysis
  • International team across Europe and US


The Role:


Leadership Management:

  • Lead the growing Service team, responsible for delivery and success of the 24/7 support function as well as recruitment of new team members and improving retention
  • Performance management – managing underperformance as well as celebrating success
  • Creating the right culture, setting standards & expectations
  • Design trainings and maintain teams are up to date with best practices in issue resolution and de-escalation


Data Analysis & Strategic Thinking:

  • Reduce error rates, improve processes & sales administration
  • Measure and improve KPI’s on customer engagement & efficiencies
  • Create a learning environment that leads to outstanding NPS across the team
  • Implement best in class issue tracking and resolution processes
  • Champion innovative solutions to drive efficiency and reliable support
  • Own TTR, TTC and drive industry best CSAT


Process & Tool Optimization:

  • Work closely with engineering operations and account management teams to create smooth hand off processes
  • Evaluate and improve support tools and processes to ensure efficient customer issue management
  • Driving and implementation of automation
  • Ticket management systems, coordinating workflows through the team
  • Implementation of customer succession & customer journey management


Requirements:

  • 3-5yrs experience leading a customer service team
  • Experience working with international clients
  • Strong management and teaching abilities
  • Ability to build a culture that fosters development
  • Analytically driven
  • Execllent written and verbal communication skills
  • High attention to detail
  • Experience with Hubspot preferred
  • Strong understanding of global sports landscape is a BONUS
  • Experience across grass-root, youth, collegiate, high school, coaching is a BONUS
  • Experience working on support with both hardware and software is a MUST
  • Experience in the product space is a MUST


If you or anyone you know are interested in this Head of Customer Service role, send over a copy of your updated CV today