Customer Support Manager
Leeds - Hybrid
Up to £35,000
Fruition IT are working with a well-established tech-first business who are embarking on a complete technical transformation. They are seeking a skilled Customer Support Manager to join this journey, taking responsibility for the overall customer experience on their bespoke software platform.
Alongside leading a team of technical support specialists, you will champion the rebranding efforts in this space, driving continuous improvement, and developing innovative processes to boost efficiency and customer satisfaction.
Key Responsibilities:
- Own and champion the customer experience/support domain
- Lead and manage a team of technical support engineers, providing guidance and support to ensure high-quality service delivery.
- Drive the implementation and evolution of customer tools, enabling self-service options for customers.
- Understand customer challenges, identify trends in support issues, and proactively offer solutions to prevent recurring problems.
- Oversee service desk operations, ensuring timely response and resolution of customer support tickets.
- Foster a culture of continuous improvement and customer-centricity within the technical support team.
Key Requirements:
- Proven success in leading technical support teams as an experienced customer support manager.
- Strong experience with trend analysis.
- Excellent leadership and communication skills.
- Proven experience with Jira Service Management.
- Proficiency in ITIL processes and best practices, with hands-on experience in service desk management preferred.
- Proven experience in customer-facing roles, with a strong ability to deliver exceptional customer service.
- Strong problem-solving skills with an initiative for improvement.