Customer Support Manager

Radar Healthcare; Leeds; On-site; GBP 35,000 - 50,000; Full time

Job summary

Radar Healthcare is seeking a Customer Support Manager to lead their team, ensuring exceptional support services and high customer satisfaction. The role involves defining SLAs and KPIs, leveraging tools like Freshdesk and Jira, while fostering a culture of excellence within the team. With a drive for innovation in healthcare, this position is perfect for those passionate about leading teams in improving customer experiences.

Benefits

25 days holiday (+ bank holidays)

Flexible working hours

Learning & development budget

Mental healthcare support

Dog friendly office

Qualifications

• Experience leading Customer Support or Service Desk teams.
• Hands-on experience with Freshdesk and Jira.
• Proven record of achieving SLAs and driving customer satisfaction.

Responsibilities

• Lead and mentor the Customer Support team.
• Define and monitor Support SLAs and KPIs.
• Act as primary contact for key customer interactions.

Skills

Customer Service

Leadership

Communication

Problem Solving

Education

ITIL Certification

Tools

Freshdesk

Jira

Job description

Be a part of something bigger...

Our Story

At Radar Healthcare, we’re dedicated to improving patient safety by bringing together the expertise of healthcare professionals and the power of intuitive software. Our innovative platform has been developed in partnership with industry experts to ensure organisations always meet regulatory standards – making it easier than ever for healthcare providers to deliver top-quality care to their patients.

We’re on a mission to become a world-leading health-tech pioneer, and we know that we can only achieve this with the help of talented individuals like you. If you’re passionate about improving healthcare outcomes and want to work in a team of like-minded individuals, we invite you to join us on our journey.

So if you’re up for an exciting challenge and want to be part of a team that’s making a real impact, we’d love to hear from you!

Our Values

At Radar Healthcare, we are all proud of our values-led, open, supportive andinclusive culture. It's just as important that anyone joining our friendly team share the same values as us, to ensure we're all on the same page from day one, so we're looking for people who feel aligned to the following:

????Customer focused with a partnership approach

Open, honest and transparent

Innovative

???????? Ethical, trustworthy and caring

Our People & Culture

At Radar Healthcare, we understand and celebrate the fact that our people are our best assets! We are proud to showcase our diverse and passionate talent that encapsulates our vision, purpose and values in our shared mission of innovation in healthcare. We’re an ambitious but caring team, and so supporting our colleagues and partners is always a top priority. Not to mention, we’re not all work and no play – we love getting together to celebrate our achievements together in various settings, whether it be our winter and summer socials, our people-led full company days, team get togethers or simply just interacting and supporting one another over coffee breaks either remotely or in person at our amazing Leeds office.

We're also super proud to be Great Place to Work-Certified, based on outstanding feedback directly from our team earlier this year, with 91% of the team agreeing that they "would strongly endorse my company to friends and family as a great place to work" ????????

The Opportunity

Radar Healthcare's new Customer Support Manager

We are seeking an experienced and dynamic Customer Support Team Lead to oversee and manage our team of Customer Support Analysts. This client-facing role is responsible for delivering exceptional support services, maintaining high levels of customer satisfaction, and setting the standard for customer support interactions. The successful candidate will own and define all Support SLAs and KPIs, ensuring efficient and effective processes within the team. The role requires hands-on experience with our helpdesk software, currently Freshdesk, and with Jira. ITIL certification and a proven track record of building and leading Support or Service Desk teams are essential.

What you’ll be doingto make a difference:

• Lead, mentor, and develop the Customer Support Analysts, fostering a culture of excellence and continuous improvement.
• Define, implement, and maintain all Support SLAs and KPIs, ensuring timely and effective resolution of customer issues.
• Monitor and analyse support performance metrics, generating reports to track KPIs and identify trends, risks, and issues.
• Raise awareness of potential risks and recurring issues through data-driven insights and proactive communication.
• Act as the primary point of contact for key customer interactions, setting an example of professional and empathetic communication.
• Oversee the use of Freshdesk for ticket management and customer communication, ensuring efficient workflows and accurate reporting.
• Utilise Jira for internal issue tracking and collaboration, ensuring seamless communication between Support and other teams.
• Ensure tight integration between Freshdesk tickets and Jira issues/tickets to enable efficient cross-functional collaboration between Professional Services and
• Development teams, ensuring seamless communication and faster issue resolution.
• Collaborate closely with Partner Managers (CSMs) and Project Management teams to ensure alignment, effective escalation handling, and enhanced customer experience.
• Develop and refine support processes and best practices, aligning with ITIL principles.
• Drive initiatives to build and scale the Support Team, ensuring the team structure and skills align with business growth.
• Produce regular reports and insights on support performance, customer satisfaction, and SLA adherence.

Your journey so far...

• Achievement of defined Support SLAs and KPIs, ensuring timely and effective issue resolution.
• High levels of customer satisfaction, as evidenced by positive feedback and reductions in ticket resolution times.
• Development of a high-performing Support Team with clear roles, responsibilities, and career growth opportunities.
• Effective collaboration with internal stakeholders, including Partner Managers (CSMs), Consultants and Project Management teams, leading to reduced issue escalation and improved product outcomes.
• Continuous improvement of support processes, leveraging ITIL principles and industry best practices.
• Efficient use of Freshdesk and Jira, ensuring accurate tracking, reporting, and cross-team communication.
• Reduction in the backlog of support tickets and ongoing management of ticket levels to ensure backlogs to not grow in future.
• Proven experience leading and managing a Support or Service Desk function, including team development and performance management.
• ITIL certification with practical experience applying ITIL principles in a support environment.
• Hands-on experience with helpdesk software, preferably Freshdesk, or similar platforms.
• Familiarity with Jira for issue tracking and collaboration.
• Strong customer-facing skills, with the ability to communicate effectively and empathetically with clients.
• Demonstrated success in building and scaling support teams to meet business growth needs.
• Excellent problem-solving skills, with the ability to address complex customer issues and implement long-term solutions.
• Strong organisational and time-management skills, with the ability to prioritise tasks and manage multiple demands.

Even better if you…

Are passionate about leading teams, driving customer satisfaction, and continuously improving support processes, we invite you to apply for this exciting opportunity.

The Bigger Picture

Whilst we value professional experiences and qualifications, we’re committed to maintaining a culture of growth and development here at Radar Healthcare. We take into account each candidates demonstrable skillset, drive and ethos so even if you don’t feel 100% qualified for the role – we welcome you to connect with us. We’d love to hear from passionate candidates from all backgrounds that align themselves with our company values and are excited to make a difference in healthcare!

What we offer in return...

A competitive salary, dependent on experience

Values-led culture - we’re extremely proud of our culture. Learn more about what makes it special here

Learning & development budget of £1,000 each year to drive your own professional development

Flexible working – We believe in empowering our team to work in a way that suits them best. Whether you’re an early bird or prefer working from home most of the time, we trust you to get the job done around our core hours. We have a base expectation of 1 day per month in the office but outside of this,although we have a fantastic office in the heart of Leeds (complete with a rooftop bar for the summer months), the choice is yours!

️ 25 days holiday (+ bank holidays) continually increasing with service, plus the option to buy up toa week to suit whatever exotic adventures or big life events you have planned for the year ahead

Birthdays off and a surprise through the letterbox - we love to make a song and dance about every year around the sun!

???? Charity leave – giving back is important to us, so we empower all our team members to support charity every year on company time

Mental healthcare - Face to face counselling support, an app, and an Employee Assistance Program and many colleagues trained in mental health first aid

️ Healthcare - Cover with Medicash, you get money back when you spend on health appointments e.g. physio, dental, optician, prescriptions, private GP + more

Life cover – a pay-out of 3x your salary to support your beneficiaries if the worst happened

Compassionate leave of up to 5 days time off if you lose a loved one

Paid sick leave - Enhanced sick pay after 6 months (increasing with service)

Enhanced family leave - Primary caregivers (maternity/adoption); 16 weeks full pay, 10 weeks half pay & secondary caregivers (paternity); 2 weeks full pay and another 2 weeks full pay to take in your new arrivals first year of life (once you have been with us for 1 year)

Pension - We’re invested in your future, we contribute 3% of your salary to your pension pot, helping you save up for those golden years!

Technology – Rest assured, we'll have a laptop all set up and ready for you on your first day. Additionally, in your first week, we’ll conduct a WFH risk assessment to ensure you have everything you need, including a second screen, keyboard, mouse, and any other goodies!

Dog friendly office

Socials – we get together as a full company at least four times per year, plus at least once a quarter in individual teams, too. Not including all the fun activities being planned by our newly formed social committee.

Accessibility

If you require any special considerations or adjustments to our application and interviewing process, please don't hesitate to let us know. We understand and celebrate the fact that every person that we connect with is different and therefore requires different starting points on their journey with us. If you have a medical condition or disability we are committed to ensuring that our process is inclusive and accessible for all, let us know how we can best support you.

Connect with us!

We'd love to hear from you! If this role isn't quite right for you but you feel likeRadar Healthcare could be, click the Connectbutton on our careers site and we'll keep you in the loop of new opportunities as they arise.You can alsofind out more about our mission, values and culture by checking out our various channels:

Listen to Our What the HealthTech podcast

Connect with us on Linkedin

Check out our social media channels including our Instagram takeovers and join us on a day in the life at Radar Healthcare! Get an inside look at our innovative and friendly culture as we share our stories with you.

Discoverwhy Radar Healthcare is a fantastic place to workfrom our very own people on Glassdoor!

Connect with us on our journey and get to know the people who make us shine!