Head of Technical Support, UK

at  Exclaimer

DESCRIPTION

As the Head of Technical Support (UK/ROW), you will be responsible for leading and managing the UK-based technical support team. You will oversee all aspects of customer service, including team development, performance management, process improvement, and customer satisfaction. Your goal is to ensure that the UK technical support team provides exceptional service and contributes to the overall success of the organisation and achievement of its goals

CUSTOMER EXPERIENCE:

• Manages the escalation process, ensuring that escalated complaints are handled promptly and effectively
• Develop and implement strategies to enhance the overall customer experience
• Oversees the resolution of escalated complaints within their regional team, working with team members to identify solutions and address customer concerns
• Conducts root cause analysis for escalated complaints, identifying underlying issues and implementing corrective actions
• Monitors customer satisfaction levels and takes steps to address any recurring complaints or issues within the department
• Oversees the incident management process, ensuring that incidents are handled promptly and effectively
• Conducts or participates in quality assurance audits, identifying areas for improvement and taking corrective action.

SKILLS, KNOWLEDGE AND EXPERTISE

• At least 5 years’ experience in an operational leadership role in a B2B SaaS environment
• Strong understanding of technical support processes and systems
• Strong understanding of customer service principles and best practices
• Ability to lead and motivate teams
• Excellent analytical and problem-solving skill
• Attention to detail with numerical accuracy and ability to perform high-level data analysis
• Effective communication skills, written and verbal with ability to prepare and present department plans
• Ability to manage competing priorities and deliver to deadlines
• Experience with Salesforce CRM and Zendesk is very advantageous

BENEFITS

We offer you a challenging job in a growing and truly global international SaaS company with a competitive compensation structure. Ah, and you will be part of a fun and hardworking team:

• Hybrid working
• Healthcare
• Life insurance
• 6 weeks - work anywhere option per year
• Employee Assistance program
• Contributory retirement savings plan
• Opportunities for training & development
• Great team and culture
• Discounts portal
• Income protection Insurance
• Online GP services

Exclaimer is an equal opportunity employer and people seeking employment with us are considered without regards to race, colour, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law.