Director Customer Support

JR United Kingdom; Wakefield; Remote; GBP 60,000 - 90,000; Full time

Job summary

Une entreprise technologique de premier plan recherche un Directeur de Support Client pour gérer son équipe de support et améliorer la satisfaction client. Ce rôle implique de développer des politiques, gérer des escalades et établir des relations positives avec les clients. Le candidat idéal aura de l'expérience dans le soutien technique et la gestion de l'équipe, avec un diplôme pertinent.

Qualifications

• Expérience dans le support technique et la résolution de problèmes.
• Expérience dans la gestion d'une équipe de support client.
• Connaissance du SaaS est un plus.

Responsibilities

• Gérer l'équipe de support client.
• Développer et mettre en œuvre des politiques de service client.
• Collaborer avec d'autres équipes pour résoudre les problèmes.
• Gérer les escalades et identifier les tendances.

Skills

Customer support

Customer service

Analytical skills

Communication

Education

Bachelor's degree or higher in Computer Science

Bachelor's degree or higher in Business Administration

Job description

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BlueTweak is a leading technology company that offers cutting-edge customer service solutions through BlueHub, an AI-driven customer support platform. Our platform integrates automation, RPA, Chatbots, and ML models to empower businesses and ensure a consistent and seamless experience for customers across all touchpoints. As experts in digital solutions, we strive to improve customer engagement by providing pioneering technology that enhances and optimizes the customer service experience.

Company Description

BlueTweak is a leading technology company that offers cutting-edge customer service solutions through BlueHub, an AI-driven customer support platform. Our platform integrates automation, RPA, Chatbots, and ML models to empower businesses and ensure a consistent and seamless experience for customers across all touchpoints. As experts in digital solutions, we strive to improve customer engagement by providing pioneering technology that enhances and optimizes the customer service experience.

Role Description

As a Director of Customer Support, you will be responsible for managing our customer support team and ensuring that we deliver exceptional support to our clients. This is a full-time remote role that involves the following day-to-day tasks:

• Leading and managing a team of customer support representatives
• Developing and implementing customer service policies and procedures that drive customer satisfaction
• Collaborating with other teams to ensure the timely resolution of customer issues
• Managing escalations and identifying trends or issues that require further investigation
• Developing and maintaining positive relationships with clients
  

Qualifications

• Customer support and customer service skills
• Strong analytical skills to identify and solve customer problems
• Experience in technical support and troubleshooting
• Excellent communication skills and ability to work in a team
• Proven experience in managing a customer support team and driving customer satisfaction
• Bachelor's degree or higher in computer science, business administration, or related field
• Experience in software-as-a-service (SaaS) or technology industry is a plus