Head of Customer Support

  • by 83Zero
  • Location Petersfield, Hampshire, UK
  • Salary £40,000 / year
  • 148 days ago
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Job Description:

Dual focused role providing team leadership function for onsite and satellite support team (current head count of 4 with planned growth to 9 across the year) whilst also playing a hands on role within the support structure.

The support team are the primary inbound team for 2,500 customers and a key conduit between internal teams to help manage customer progress and value realization from the platform. Combination of inbound calls and email based relationship management ranging from simple question and answer to longer term project management requirements.

The support team are measured on customer retention, revenue expansion and company feedback score on service delivery.

As a newly defined role the right candidate will play a crucial part in the formation of a world class support function for a rapidly growing customer base and an ever evolving innovative product suite. Therefore the management of the team will also see the Head of Customer Support play a pivotal role liaising across multiple functions including technical/CRM, marketing and across the Customer Success teams.

  • Provide leadership to multi-site Support team. Duties including but not limited to weekly team meetings and reporting, team 1-2-1s including employee development and performance management
  • Be a part of the team. The Head of Customer Support will also necessarily play a team member role, providing a hands on support role and develop relationships across key Support tier clients
  • Manage team revenue and retention processes and required reporting across the business
  • Devise a KPI structure for the Support team ensuring a framework for strong personal development and company growth against target

 

If this role is of interest to you then please get in contact with David Eales. davideales@83zero.com

  • Job Type Permanent, Full Time
  • Work Authorisation No
  • Industry Sector Customer Services