This software company is looking to recruit a Customer Support Manager to join their expanding business. As part of their service delivery team you will be responsible for ensuring their customer support team delivers world-class support.
Key Responsibilities:
- Leading Change: Continuous process improvement to help the team efficiently handle increasing volumes of customers and to reduce the corresponding rate of incoming call rate growth.
- Management of the customer support team, including recruitment, objective setting, reviews, measurable objectives and training requirements.
- Work with Customer Success Managers to be the customer’s advocate
- Build and deepen relationships with key customers and partners.
- Monitor and handle escalations of customer cases.
- Assist in the pre-sales process where it relates to customer support.
Experience and Skills:
Mandatory:
- Prior experience of team management, ideally of a customer-services or support team
- Excellent communications and presentation skills
- A professional and helpful telephone manner
- Consistent and thorough, "going the extra mile" to resolve customer issues
- Ability to manage own workload and that of others to meet deadlines
Desirable experience
- Management of a managed services support desk
- Handling rapid growth in a positive and “can-do” fashion
- Demonstrable history of process improvement
- Prior experience of developing a growing team
- ITIL
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