Job Summary

Responsibilities

Build processes for managing and maintaining service level expectations in regards to our response time and quality of our customer queries.
Assist in rolling out software that we will use as a foundation for our Support offering and that encourages automation, with personalisation.
Work closely with every other department to input into product, customer onboarding, sales, and that supports both our company goals by using feedback from the market to drive improvements and provides insights.
Act as a first line for any escalations from the team.
Coach and mentor the Support team.
Act as a member of the CS Leadership team and work on joint projects across disciplines.
Establish a QA process for enhancing our support offering and improving our service quality.

Requirements
Worked in a Support team before, or been in a similar service role.
Built Support KPI’s, understand how to scale support teams, and have hired them to scale, possibly even outsourced.
Built and managed documentation to speed and minimise the effort required to solve each support query.
Collaborated with suppliers and tech teams to automate processes, and drive efficiencies amongst our response time.
Handles more difficult performance management with the help of leadership.