Head of Customer Support

at  Activate Group Limited

Job title: Head of Customer Support
Department: Onyx Repair Innovations Limited
Location: Home based with travel to the Halifax/Peterborough office when appropriate
Hours: 37.5 hours per week
Salary: Competitive

SKILLS AND EXPERIENCE

• Experience in customer support in a SaaS or technology-driven environment.
• Strong problem-solving skills and technical aptitude.
• Excellent communication and interpersonal skills.
• Ability to work independently and adapt to a fast-paced startup environment.
• Demonstrated experience implementing ITIL processes in a enterprise SaaS environment
• Experience with ITSM tools and their configuration

A BIT ABOUT US

Named by the Sunday Times as one of the UK’s 100 fastest-growing private companies, we employ more than 700 team members nationwide.
We work with some of the UK’s largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.
We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.
Want to know what it’s like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:
Purpose: Make someone’s bad day better

ABOUT THE ROLE

The Head of Customer Support will be responsible for developing and implementing a customer support strategy for Onyx Repair Innovations Limited, in a fast-paced environment. This hands-on role involves directly engaging with customers to resolve technical issues, providing high-quality support, managing existing support resource and building strong relationships.

KEY RESPONSIBILITIES

• Develop and implement support strategy: Create a customer support strategy aligned with business goals to enhance customer experience for Onyx customers.
• Direct customer support: Engage directly with customers to resolve issues via various channels providing high-quality, hands-on support.
• Troubleshoot technical issues: Assess, troubleshoot, and resolve technical issues related to the system, ensuring timely solutions.
• Build customer relationships: Foster strong relationships with customers, understanding their needs and gathering feedback to improve services.
• Create support documentation: Develop and maintain support documentation, including FAQs and user manuals, to empower customers.
• Implement support processes: Establish and maintain ITIL-aligned service management processes including incident, problem, and change management.
• Monitor support metrics: Track, analyse, and report on key support metrics to drive continuous improvement.
• Collaborate cross-functionally: Work closely with product development, sales, and marketing teams to relay customer feedback and ensure alignment.
• Act as customer advocate: Represent the voice of the customer within the business, prioritising their needs in decision-making.
• Enhance customer loyalty: Develop initiatives to improve customer retention and loyalty through regular engagement and support.