Customer Support Team Lead (SaaS)
Deskpro, United Kingdom
Job Description
NOTE: WE ARE STILL HIRING DURING THE CURRENT COVID-19 PANDEMIC
We are looking for an exceptional person to lead our Customer Support team. This role is different. Here at Deskpro, we make a helpdesk platform; i.e. we make the software (SaaS) that thousands of other companies use themselves to provide customer support to their users.
What this means is that you will be leading the Customer Support team that supports companies and organisations such as Microsoft, HMRC, Panasonic, NHS, Pamp;G, Pure, Hotel Chocolat, Vodafone and more.
This role is a great opportunity for someone who is a proactive leader with great interpersonal skills, an analytical mindset and enjoys the fast paced world of SaaS. We are looking for someone with 5+ years previous experience managing and growing a customer support team, ideally at a company that sells B2B software, and wants a new challenge.
For more information, you can visit our Careers page
- This role will involve leading and growing our customer support team and technical support team. This is a new role to help us expand and provide even better customer support to our growing customer base and will involve:
- Leading the customer support and technical support team.
- Directly reporting to the CEO and being responsible for all relationships between our customers and Deskpro.
- Planning and implementing customer support strategy, whilst leading by example providing 1st class customer support.
- Assembling a new look customer support team, to also include technical support, documentation writers and building out our remote options.
- Coaching the team to improve and striving to give our customers the best experience.
- Measure and enhance customer experience, with data led decisions and tracking KPI's for customers and agents.
- Creating new processes for customer success and looking at creating new revenue streams, such as Client Services.
NOTE: This role will initially involve high contact time with customers. As the team expands, your role will swing towards spending more time managing, coaching and analysing.
Requirements
- You will have had at least 5+ years experience leading a customer support team, ideally for a B2B software product and looking for the next challenge to grow our customer support team here at Deskpro.
- You have an obsession with delivering exceptional customer experience, creating and implementing strategies that are backed up with metrics.
- You have an understanding of operational processes, along with knowledge of how to build teams and reporting structures.
- You have a rapid ability to learn amp; teach others.
- You have strong written and verbal communications.
- You have excellent attention to detail, alongside the ability amp; willingness to work quickly.
Benefits
- Competitive Salary 45k - 50k + Company Bonus Scheme
- We are a friendly startup-team based in central Wimbledon, 3 minutes walk from the mainline train-station.
- Fantastic transport links (train, District and Northern line tubes, buses, trams), all within 3 minutes walk.
- 2 minute walk from shops, restaurants, pubs and gyms.
- Lovely new offices, BBQs in the summer, Monday team breakfasts and Friday lunches. Unlimited coffee, tea, soft drinks and snacks with beers for Friday afternoon.
- A mixture of autonomy over your role and real responsibilities to the team and business.
- ThinkCentre amp; 2 x 4k Monitors, ergonomic chair amp; sit-stand desks as standard.
- BUPA Private Healthcare amp; Cash Scheme, Pension Scheme, Bike storage, Season ticket loans, Reduced gym membership, Cycle to Work.
For more information, you can visit our Careers page
No recruiters or agencies please.