Customer Support Manager

Employment Hero; United Kingdom; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading technology firm in the UK seeks a Customer Support Manager to lead their support teams and ensure exceptional service delivery. You will set performance metrics, handle escalated issues, and collaborate with cross-functional teams. The ideal candidate has proven leadership skills, a customer-centric approach, and is proficient with CRM tools. This position offers a remote work environment and various employee benefits.

Benefits

Employee share options

Generous paternity leave policy

Work-from-home office expense budget

Learning & development opportunities

Qualifications

• Demonstrated success in leading and managing large teams to achieve exceptional customer satisfaction.
• Experience working with cross-functional teams to address customer needs.
• Proven track record of implementing support strategies that enhance customer experiences.

Responsibilities

• Lead Employment Hero's Customer Support teams.
• Set performance objectives and KPIs for the team.
• Handle escalated customer issues and complaints.

Skills

Team management

Customer satisfaction

Analytical thinking

Excellent communication

Tools

CRM systems

Help desk software

Job description

Overview

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. Since our inception in 2014, we've scaled to a $2 billion valuation and gained a presence in 6 countries globally — Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.

The EH Way

• We are Mission First - everything we do is driven by our Mission
• We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
• We are AI First - AI is a fundamental part of how we operate, innovate, and scale
• We are Apolitical - we do not take a position on political or social topics unless it relates to our Mission
• We Live by Our Values - we role model our values 100% of the time
• We Expect High Performance - we set a high standard and strive for excellence

Responsibilities

The Customer Support Manager is responsible for leading Employment Hero\'s Customer Support teams. This position includes key leadership duties and involves supervising the operations of the customer support department, which primarily focuses on our HR & Payroll platforms and associated apps/products. The main objective is to ensure the delivery of exceptional service to our customers. As the Customer Support Manager, you will need to possess strong managerial skills, a deep understanding of customer service principles, and a commitment to driving continuous improvement initiatives. You will have a vital role in guaranteeing that our customers receive timely and effective assistance through the various channels we provide in order to enhance the overall customer experience. Furthermore, it is crucial to work collaboratively with other Managers who are responsible for our platform and services.

Your key focus areas will be

Team Performance, Development, and Analytics

• Set performance objectives and KPIs for the team, track performance metrics, and provide regular feedback and coaching to drive performance improvement
• Set clear performance expectations, conduct regular performance evaluations, and provide ongoing feedback to team members
• Establish service level agreements (SLAs) and performance metrics for the customer support team to meet or exceed customer expectations
• Develop and implement quality assurance processes to monitor the quality of customer interactions and ensure adherence to established standards and procedures
• Handle escalated customer issues and complaints, working closely with other departments to resolve complex issues and ensure timely resolution and customer satisfaction
• Analyze data to make data-driven decisions and identify opportunities for improvements in performance, customer experience, and ways of working

Team Enablement, Capabilities, and Culture

• Provide leadership and guidance to the customer support team, fostering a positive work environment and promoting a culture of excellence and accountability
• Lead, coach, and mentor the Customer Support team to maintain a high level of motivation, productivity, and professionalism
• Foster a collaborative and positive team culture that prioritizes customer-centric values
• Foster continuous learning to keep the team updated with product updates and industry best practices
• Identify areas of training required to ensure the team delivers the quality expected.

Strategy, Optimization, and Project Delivery

• Directly contribute to the development and delivery of customer support strategies aligned with the company\'s objectives to drive customer satisfaction
• Oversee, plan, and deliver projects across Support to continuously and iteratively improve the customer experience and teams ways of working
• Continuously evaluate and streamline support processes to enhance efficiency and effectiveness, collaborating with cross-functional teams to implement best practices and drive operational excellence
• Efficiently allocate resources, including staffing, technology, and tools, to meet customer demand and optimize operational efficiency

Qualifications / Who you are

To thrive at Employment Hero, you\'ll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you\'ll also bring

• Demonstrated success in leading and managing large teams to achieve exceptional customer satisfaction and performance metrics
• Experience working with cross-functional teams to address customer needs and drive customer-centric initiatives
• Proven track record of implementing support strategies that enhance customer experiences and drive customer success
• Excellent leadership and team management skills, with the ability to motivate and guide a diverse & remote team
• Analytical and data-driven approach to decision-making and problem-solving
• Exceptional communication and interpersonal skills, with the ability to empathize with customers and resolve issues effectively
• Ability to collaborate effectively with cross-functional teams and senior stakeholders
• Familiarity with customer support tools, CRM systems, and help desk software
• Proven track record of implementing customer support best practices and driving continuous improvement
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Knowledge of customer support methodologies and strategies to promote customer retention and loyalty

What we can offer

At Employment Hero, we don\'t just talk about a better way to work - we live it. Joining Employment Hero means

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You'll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You'll own ESOP (employee share options) in one of the world\'s fastest-growing tech companies
• You\'ll also have access to a wide range of benefits that includes a very generous paternity leave policy, subsidised egg freezing, a WFH office expense budget, and outstanding learning & development opportunities

Employment Hero is committed to safeguarding the privacy of your application data. For more information, please view our Applicant Privacy Policy.