Technical Customer Support Manager (10-12 Month Maternity...

at  Contractbook

INTRODUCTION

Are you passionate about delivering exceptional customer experiences and leading a tech-savvy Support team to success? At Contractbook, we’re looking for a proactive and solution-driven Customer Support Manager to oversee our support operations, guide our team, and ensure that our customers always receive top-notch service.
This role is a 10/12 months maternity cover, perfect for a tech-savvy person interested in working with technology and helping customers succeed.
In this role, you will play a key role in ensuring seamless customer experiences, solving technical issues, and helping our users make the most of our contract management solution. You will work closely with our engineering, product, and customer success teams to continuously improve our product offerings and processes.
If you thrive in a dynamic environment and are ready to make a real impact, we’d love to hear from you!

• Manage incoming customer inquiries across multiple channels (including Zendesk live chat, support tickets, inbound and outbound phone, and video support calls) to ensure consistent, high-quality service and guidance.
• Lead and mentor a team of support specialists to handle customer inquiries efficiently and with a focus on delivering quick, effective, and proactive support solutions.
• Handle escalations of complex technical issues, working directly with customers to troubleshoot and resolve problems.
• Develop and optimise internal support processes to ensure timely responses and proactive solutions in sync with the latest product developments.
• Monitor billing-related issues and assist customers with their subscription inquiries, ensuring accurate billing support and timely resolution of concerns. Escalate complex account and billing inquiries to our internal success and finance teams.
• Optimise support workflows and automation in Zendesk, identifying opportunities to streamline processes and enhance efficiency with the latest technology. This includes automating ticket routing, canned responses, and prioritising high-impact inquiries.
• Collaborate with the product and engineering teams to address recurring technical issues, improve product functionality based on customer feedback, and continuously optimise the knowledge base materials reflecting all implemented product changes.
• Analyse support metrics to track performance, customer satisfaction, and areas for improvement, providing reports to the leadership team.
• Create and maintain knowledge base resources in Zendesk, ensuring our customers and internal teams access up-to-date self-help product materials.
• Advocate for the customer internally, ensuring that feedback is heard and used to guide future product developments and improvements.