Head of Scientific Support

The Cambridge Crystallographic Data Centre; Cambridge; In loco; GBP 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

The Cambridge Crystallographic Data Centre (CCDC) is seeking a Customer Support Manager to lead delivery and development of customer support across our product portfolio, ensuring global users receive responsive, high-quality support for our scientific software, data, and services.

You will manage a team of technical support specialists, work with science and data teams, and report to the Head of Technology and Product.

Competenze

• Experience leading technical, scientific, software or customer support teams in complex product environments.
• Proven ability to develop and motivate a team and ensure service quality.
• Experience defining and monitoring KPIs and reporting on support performance.
• Familiarity with data protection, GDPR-aware handling and knowledge bases.

Mansioni

• Lead the delivery and ongoing development of customer support across the product portfolio.
• Manage a team of technical support specialists and coordinate with science and data teams.
• Shape customer support strategy and scale services with product evolution.
• Define escalation mechanisms for complex technical queries and communicate changes to customers.
• Ensure support processes align with customer expectations and governance requirements.

Conoscenze

Team leadership

Customer support

Cross-functional collaboration

KPI tracking

Descrizione del lavoro

The Cambridge Crystallographic Data Centre (CCDC) is seeking a Customer Support Manager to lead delivery and development of customer support across our product portfolio, ensuring global users receive responsive, high-quality support for our scientific software, data, and services.

You will manage a team of technical support specialists, work with science and data teams, and report to the Head of Technology and Product.