Head of Support

Job content

Do you have great leadership skills? Are you a fast learner? Our client is a rapidly-growing software company, and they are looking for a Head of Support to manage their small-but-well-established team of Support Analysts. If this could be you, read on…

Head of Support

Leeds LS25

Full time

£37,000-£41,000 dependent on experience (+ Unlimited holidays, flexible working, excellent working environment!)

Our client is a software company making big waves in the Tech industry, with an even bigger appetite to win more customers and grow more quickly across key markets. They are currently used and loved by over 2 million students across the globe, and to date, 15 apps are launched through their very own software product every second - an app store for education!

After another year of exceptionally strong growth, they’re on a mission to take their customer support to the next level. Like any software company with big plans for acquiring market share, they’re super excited to keep improving their customer experience by delivering the world’s best support.

So now they’re looking for a Head of Support who craves a career-defining position in a fast-paced tech company, where you really can make a huge difference to what they do and how they do it. You’ll join and manage their small-but-well-established team of Support Analysts to deliver and improve customer support for a product that’s loved across the US, UK, Europe, and Australia, too.

The Role

Our client wants someone who understands the impact that good support has on the overall customer journey. The ideal candidate will not only come in and lead the team to deliver increasingly top-notch support to customers, but they’ll look at the processes, systems, and other ways in which they can drive improvements across their entire support department, globally.

Want a position where you can really get under the skin of Customer Support and bring about transformational change to an awesome business, with an awesome product, and even more awesome customers? Then our client wants to hear from you!

Roles, responsibilities, and requirements: (including but not limited to)

Team Management

• Inspire the support team to deliver excellent customer service, focusing on what customers are trying to achieve.
• Align support processes with ITIL and ensure the team have relevant training.
• Define and communicate clear team targets for the year and drive continuous service improvement.
  

Customer Support

• Focus on improving key metrics, including response and resolution times, touches per ticket and increasing customer contact / calls.
• Implement and provide monthly management reports on an agreed set of key metrics.
• Lead on the resolution of Problems through investigations and by liaising with other areas of the business.
• Ensure that known issues / defects are logged promptly and efficiently
• Liaise with other vendors to ensure the timely resolution of issues
• Ensure that customers are informed about known issues
  

Systems and Documentation

• Help with the development of template articles and the re-writing of content.
• Ensure efficient workflows are in place for accurate recording of customer information.
• Help to ensure that systems and processes are secure, and that the business complies with relevant legal requirements.
  

Requirements

• Degree in IT, Computing, or a related subject.
• Superior leadership and people skills; team-oriented, fast learner and personable.
• Management experience in a technical or service delivery role.
• Experience in the deployment of technical solutions for customers.
• Technical expertise with Microsoft and Linux server environments, databases, and networking (relevant industry qualifications are highly desirable).
• Logical and systematic problem-solving skills.
  

Please don’t apply if you’ve not read fully this job description and you’re just applying to Support roles on spec, or you’re not fully excited about who we are and what we do.

How To Apply For The Head Of Support Role

If you have the skills and experience required for this IT job based in Leeds, just click “apply” today and watch out for an email giving you more information on how to tailor your application and provide a cover letter or any other supporting documents you may have.

You must be eligible to work in the UK.

Other suitable skills and experience includes customer success manager, customer support manager, customer service manager, customer service director, communications director, customer care manager, client account manager, IT support manager, ICT manager, ICT director