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Customer Support Manager

Homeflow Ltd
Job LocationLondon
EducationNot Mentioned
Salary£40,000 - £50,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

One of the fastest growing PropTech companies in the UK, with double digit year on year growth, Homeflow is a SaaS business with a very bright future! We are looking for a Customer Support Manager, based in London, to support the growth of the team as the company matures. This is a great opportunity for the right person to take a challenging role, and to be involved in the development of the company. The growing Development Team is based in our Brighton office, where this role may travel to on occasion. Please note that currently, and for the foreseeable future, our teams remain based from home and the offices are closed.RoleThe primary purpose of this role is to keep our customers satisfied and delighted.You will initially be responsible for a remote team of 3 Customer Support Executives all managing tickets through FreshDesk (so exposure to this system will be a definite benefit) and solving customer issues through our own in house bespoke CMS systems.Your career to date must be underpinned by a passionate drive for quality both in terms of how you communicate with customers and in resolving their issues.You will have had considerable experience within a Customer Support/Helpdesk team and will have led a team for at least 2 years.A previous role within QA or QC would be an advantage, as would website development experience and a strong interest in and aptitude for technology.We are about to embark on a project to improve the quality of our Customer Support offering and you will play a very active part in this project.Responsibilities

  • You will be responsible for all inbound queries from clients, running the Helpdesk to ensure we deliver exceptional customer service to our clients
  • You will demonstrate and demand an exceptional attention to detail - all communication both internally and externally has to be crisp, concise and correct.
  • You will build a cohesive team and manage people effectively, including taking charge of their coaching and development.
  • You will balance and plan the short-term actions of the team.
  • You will provide knowledge and understanding of best practices for Customer Support
  • You will ensure that all processes used by the Customer Support Team are thoroughly documented, consistently audited, and regularly improved.
  • You will document, track and monitor problems to ensure resolution in a timely manner, ensuring tasks are set to the appropriate priority levels, as well as leading the team to do the same
  • You will respond to enquiries to provide technical assistance and support
  • You will perform any other duties as appropriately assigned by management
    • Experience
  • A primary focus on quality, quality, quality.
  • Demonstrable experience of driving quality throughout a team and organisation.
  • The ability to inspire and lead through example and mentoring
  • Excellent interpersonal and communication skills
  • Previous management experience in a Customer Support role.
  • Knowledge of CSS and HTML
  • Excellent working knowledge of up-to-date desktop applications especially FreshDesk
  • Strong organizational skills and ability to multitask in a small business environment
  • An aptitude for problem solving and strong attention to detail
  • The ability to train and manage remote staff.
    • No agencies pleasePlease note that we will require a covering letter explaining why you feel you are a good fit for this role. Please ensure that you reference specific experiences and responsibilites that you feel you best match and the reasons why. Applications without an appropriate covering letter will not be reviewed.Please note that the covering letter and CV will be our first indicator of attention to detail and quality. Required skills
  • Helpdesk
  • Management
  • Organisational Skills
  • Quality Management
  • Technology

    • Keyskills :
    Helpdesk Management Organisational Skills Quality Management Technology

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