Customer Support Manager

TN United Kingdom; Leeds; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

An established industry player is seeking a skilled Customer Support Manager to lead their technical support team. This hybrid role involves overseeing the customer experience on a bespoke software platform, driving continuous improvement, and implementing innovative processes. You will champion customer-centric initiatives, manage service desk operations, and ensure high-quality support. Join a forward-thinking company that values efficiency and customer satisfaction, and play a crucial role in their technical transformation journey.

Qualifications

• Proven experience in customer support management with a focus on technical solutions.
• Strong leadership skills with the ability to drive team performance.

Responsibilities

• Lead a team of technical support engineers to enhance customer satisfaction.
• Drive the development of self-service customer tools for improved efficiency.

Skills

Customer Experience Management

Team Leadership

Technical Support

Process Improvement

Tools

Customer Support Tools

Job description

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Fruition IT is working with a well-established, tech-first business embarking on a comprehensive technical transformation. They are seeking a skilled Customer Support Manager to oversee the overall customer experience on their bespoke software platform.

In this role, you will lead a team of technical support specialists, champion rebranding efforts, drive continuous improvement, and develop innovative processes to enhance efficiency and customer satisfaction.

Key Responsibilities:

1. Own and champion the customer experience/support domain.
2. Lead and manage a team of technical support engineers, providing guidance to ensure high-quality service.
3. Drive the development and implementation of customer tools, including self-service options.
4. Identify customer challenges and support issue trends, proactively offering solutions.
5. Oversee service desk operations, ensuring timely response and resolution of tickets.
6. Foster a culture of continuous improvement and customer-centricity within the team.

Location and Salary:

Leeds - Hybrid

Up to £35,000