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Customer Support Manager- Techloq

  • Location: North London
  • Sector:
  • Salary: C. £65-75,000 + dependent on existing experience within this business sector

WORKING HOURS: Full-Time (40 core hours). The post holder is expected to have a high degree of flexibility and will be expected to be available out of hours and at unsociable times. Three-month probationary period.


POSITION IN ORGANISATION 

Reporting to the CEO and will be part of the Senior Management Team.


MAIN DUTIES & RESPONSIBILITIES  


• Lead a multi-disciplinary team based currently in London and Israel.

• Head up Support, working with and coaching a team of 25+ staff and focusing on exceptional customer service and technical support to both end users and resellers.

• Responsible for the Support teams globally within the company

• Responsible for ensuring all support teams in the UK and internationally are trained and receive continuous professional development

• Responsible for ensuring all support staff are on-boarded appropriately in the UK and internationally

• Responsible for the ongoing relationship with the Development and Product departments, including the drawing up and operating of processes between the departments to ensure alignment

• Responsible for change control, risk and incident management.

• Responsible for the well-being and operational running of the bespoke International phone system, CRM and Ticketing system.

• Responsible for measuring performance of support teams and identifying areas for improvement.

• Responsible for department recruitment and retention.

• Any other duties commensurate with the post.


PERSON SPECIFICATION


QUALIFICATIONS AND EXPERIENCE 


• Candidate should have experience and proven background in managing diverse customer service and technical support teams

• Supported and tested complex IT (software, cloud, network, SaaS) services delivered direct to consumers

• Proficiency in using a wide range of computer programmes (Word, Excel, Powerpoint, Outlook; -knowledge of Salesforce would be advantageous) 

• Experience of working with internationally based diverse and complex teams

• Knowledge of networks, cloud and technical architecture would be advantageous.

• Ability to communicate technical information to non-technical audiences

• Experience of being a proactive team member, contributing to the success of wider team and organisational goals

• Candidate should be understanding and sensitive to the cultural ethos and values of the company

• Candidate should have high-level of knowledge and experience of working within a tech/internet based industry


SKILLS


• Able to plan, organise and carry through operations drawing on input from key stakeholders and senior management

• Excellent technical service skills / strong problem solver

• High attention to detail

• Able to work at a fast pace and use initiative where appropriate

• Ability to juggle workloads and work to a high-level under pressure, prioritise and be flexible while meeting deadlines and working on different tasks at the same time

• Understanding of orthodox Jewish customs and rituals

• Good level of written and spoken English


If you are interested in this role, please contact yael@theworkavenue.org.uk