Customer Support Manager

Fruition IT; Leeds; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

Fruition IT is looking for a Customer Support Manager to lead a team responsible for enhancing the customer experience on their bespoke software platform. This hybrid role in Leeds involves driving improvements and innovative processes, ensuring high-quality service delivery and fostering customer-centric culture.

Qualifications

• Extensive experience in customer support management roles.
• Proven track record of leading support teams and improving customer satisfaction.
• Strong understanding of customer support tools and processes.

Responsibilities

• Own and champion the customer experience/support domain.
• Lead and manage a team of technical support engineers.
• Drive implementation and evolution of customer tools for self-service options.

Skills

Customer experience

Team leadership

Technical support

Continuous improvement

Process development

Job description

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Fruition IT is working with a well-established, tech-first business 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 rebranding efforts in this space, driving continuous improvement and developing innovative processes to boost 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 and support to ensure high-quality service delivery.
3. Drive the implementation and evolution of customer tools, enabling self-service options for customers.
4. Understand customer challenges, identify trends in support issues, and proactively offer solutions to prevent recurring problems.
5. Oversee service desk operations, ensuring timely response and resolution of customer support tickets.
6. Foster a culture of continuous improvement and customer-centricity within the technical support team.

Position Details:

• Customer Support Manager
• Location: Leeds - Hybrid
• Salary: Up to £35,000

This role involves leading a support team, implementing customer service improvements, and ensuring excellent customer experience with the company's bespoke software platform.