Naukrijobs UK
Register
London Jobs
Manchester Jobs
Liverpool Jobs
Nottingham Jobs
Birmingham Jobs
Cambridge Jobs
Glasgow Jobs
Bristol Jobs
Wales Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Head of Customer Support & Knowledge

Duval Associates Ltd
Job LocationManchester
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Head of Customer Support & Knowledge - A delightful leadership role with a UK head office and global reach! Doing ace things for ace customers! Home BasedCompetitive salary - ace package and benefits with bonus!A SAAS company - Your background in customer support will be software or IT related but we dont need you to be too technical. Personality and drive is critical! To manage a team of 6 and deliver stunning customer supportIntro - Lets go! We’re looking to recruit a customer support leader who is ready to take on a team of 6 people, and over time grow this function of the business as we expand our customer base across the globe. This might be your first department head role, but you will have experience managing a team. You will be pivotal to how the support service develops, as becoming more proactive is key to the service provided! Knowledgecontent creation and improvement will be part of your previous experience and you will be passionate about harnessing this to improve the overall customer experience. START ASAP - June / July 2021Critical Number to achieve a customer satisfaction (CSAT) rating of 4.7 and above.

  • The person will manage a team of 6 people - customer support engineers
  • The team will be growing over the next 12 months
  • They will then roll out a 24/7 - 365 support function
    • Motivator! These guys would like to recruit someone who works closely with the team, who is a real motivator, keen to help improve the service to customers, someone who is a strong planner and can work on new and exciting projects in the near future.Knowledge:The knowledge part of the role is also important - this is building knowledge for customers - encouraging the team to build on frequently asked questions, how they can be more proactive for customers rather than waiting for common issues, always improving, creating literature, producing content for knowledge.DAY 2 DAY
  • Overseeing daily support activities
  • Taking ownership of performance reviews and personal development plans
  • Act as an escalation point for incidents and high value customer issues
  • Liaising with internal stakeholders and dependencies to achieve resolutions of customer support issues
  • Managing any absence and/or disciplinary matters
  • Defining performance and quality metrics
  • Meeting and exceeding agreed performance objectives
  • Regular reviews and feedback on individual performance
    • Oversee continuous operational improvement by;
  • Setting and meeting the annual and quarterly team priorities
  • Owning tooling and training initiatives
  • Conducting regular analysis of processes and undertaking improvement
    • Deliver meaningful insight to the business by;
  • Highlighting persistent product usage or reliability issues
  • Providing analytics on support interactions and customer/partner behaviour
  • Driving improvements in areas of high friction for customers
    • Create, manage, and maintain learning resources across the product
  • Keeping the knowledge base relevant and up to date
  • Develop and maintain e-learning portal for internal and external users
  • Deliver measurable outputs of learning content per area
    • GoT the picture APply Now! StaRt - ASAP

    APPLY NOW

    Head of Customer Support & Knowledge Related Jobs

    © 2019 Naukrijobs All Rights Reserved