Head of Customer Support (Maternity Cover)

at  Snaptrip Group

Leading Snaptrip’s Customer Support team, the Head of Customer Support will:

• Oversee all customer support procedures, ensuring high communication standards are met and customer service processes adhered to by all team members.
• Actively seek out internal improvements to each customer service offering.
• Responsible for owning the customer journey.
• Monitor and analyse customer and team feedback to identify trends and areas for improvement.
• Ensure timely and effective resolutions of customer issues and escalations.
• Create new processes and customer service procedures where required.
• Lead, mentor, and manage the customer operations team, fostering a culture of excellence and continuous improvement.
• Collaborate with cross-functional teams to ensure alignment and integration of customer operations.
• Utilise data and analytics to measure performance, identify trends, and make informed decisions.