International Customer Success Manager - Tech Support

Job Description

International Customer Success Manager - Tech Support - International Operations - Global Circular Economy Scaleup - up to £50k + bonus - Hybrid Working, LondonWe are on the hunt for an exceptional Customer SuccessManager, Call Centre Manager, Customer Solutions Manager or Tech Support Team Manager with demonstrable experience managing/supervising a team of 10+ Customer or Technical Support staff, to join the international team of a fast-growing circular economy scaleup as their International Customer Success Manager.The International Customer Success Manager will lead and direct the day-to-day activities of the outsourced Call Centre team, based in Belgium, as well as work closely with the US Customer and Machine Support teams. The teams are responsiblefor the provision of consistent, uniform company responses that creates optimum customer satisfaction together with the management of kiosk or online service and quality issues, advertising feedback and the efficient repair of kiosks by the Field Service Engineers.The support teams are responsible for customer hotlines, web inputs, chats and social media channels.Therefore, the Customer Success Manager will work with global cross-functional teams including Customer Claims, Transaction Services, Machine Support and Product Support Engineers to ensure that all customer needs are met.Were looking for a dynamic, personable and proactive Customer Success Manager, Customer Support Manager, Customer Solutions Manager, Tech Support Team Manager or similar, with demonstrable success in a customer or tech support environmentand supervisory / line management experience. You will have knowledge of CRM and call centre software such as SalesForce, Cisco and Genesys, possess the ability to deliver quality solutions to customers and have excellent communication skills (fluent Englishis required, French or German language skills would be advantageous).Opportunity: This is an incredible opportunity to join an exciting global scaleup at a time of rapid growth where you will be intrinsic to the long term success of the organisation internationally.This is a hybrid working role, with employees able to work both remotelyand in the Central London (Holborn) office.Our client is offering a competitive salary + bonus for the right person.Key responsibilities as the Tech Support / International Customer Success Manager will include:

• Working closely with the outsourced partner to create a team-oriented environment to drive peak performance
• Managing an outsourced team of 10 based in Belgium
• Working cross functionally withe the US Customer and Machine Support team to ensure 24/7 support and to handle Call Centre escalations
• Maintaining defined departmental service levels, providing weekly reports to management
• Proactively seeking opportunities to improve customer satisfaction and managing changes to systems and processes to initiate change
• Supporting the recruitment, onboarding and development of the team
• Resolving customer call escalations and investigating any concerns raised
• Partnering with internal teams on strategic and operational initiatives, processes and projects
• Producing regular reports
• And more!

What were looking for:

• Previous demonstrable experience in similar Support Team Manager / Customer Success Manager / Customer Support Manager role
• Experience in a Customer or Tech Support environment (c3+ years)
• Supervisory experience (1+ year), ideally supporting a team of 10+ direct reports
• Experience gained in a tech call centre environment is highly desirable
• Strong people management skills
• Ability to work in a fast-paced environment whilst delivering quality solutions to customers
• Demonstrable problem-solving capabilities
• Working knowledge of CRM and software such as Salesforce, Cisco and Genesys
• Advanced IT skills including MS Office
• Strong understanding of social media
• Able to work a flexible schedule (availability on evenings and weekends will be required)
• Excellent communication skills
• Fluent English is required - French or German language skills is highly beneficial
• A proactive self-starter who is keen to support and enhance the customers experience
• Highly organised, analytical, strategic and client focused

Interested If this sounds like a role that would interest you and you have the knowledge, experience and skillset that were looking for, wed love to hear from you! Please ensure your CV showcases your capabilities and submit it ASAP, quoting AE - International CustomerSuccess Manager

Keyskills :
International OperationsCustomer SuccessProduct SupportLine Management Experience