CUSTOMER SERVICE OPERATIONS LEAD
We are looking for a highly motivated, experienced and client-focused Customer Service Operations Lead with industry knowledge of a SaaS business and strong leadership skills to manage our clients global Customer Service/Success team.
In this role, you will play a pivotal part in leading our client's customer service teams for the US, UK and Australia - who are responsible for delivering an effective onboarding experience for any new business enquiries, new users and providing ongoing customer support to existing clients. If you are passionate about sport, possess excellent communication skills, and thrive in a fast paced environment, this could be your next role!
As someone who is highly experienced in customer service and success, you will be charged with creating a culture of partnership with clients, acting as a trusted advisor and advocate as operational lead for the global customer service team.
You will be the driving force behind customer service operations. Interest and experience in sports/technology will be an advantage.
The role will have two clear focus areas-growth and service. You will work directly with our clients' partners and/or their customers to sell, onboard and grow the usage of the product, as well as optimize and improve the usage and engagement of the platform with existing customers through customer service.
You will also be fundamental to the growth of our client's product, by guiding and leading the customer service teams to achieve the company's objectives. You will focus on supporting our clients' partners with more complex queries, complaints and issues, looking to resolve or escalate both in a timely and friendly manner. You will become a product expert and the advocate for their customer service team, the end users and play a pivotal role across the board and department heads.
- Highly customer-centric and always willing to go the extra mile for our clients.
- Great at seeing the big picture but will deep dive into the detail and be 'hands-on' to get things done.
- Outstanding communicator who always takes the collaborative path.
- Able to grow, motivate, inspire and engage a team to deliver outstanding results.
- Confident using data to analyse and comprise a strategy to increase growth.
- Always learning, staying relevant and offering your ideas, insight and tips.
- You will have a keen eye for detail and be able to work through highly complex processes.
- A growth-oriented individual who is always seeking out new opportunities to make progress.
- Drive strategies to improve service excellence and foster exceptional customer experiences.
- Direct activities to increase customer satisfaction and profitability.
- Lead the development of new service innovation ideas.
- Plan operational strategies to ensure attainment of profitability objectives.
- Identify a strategy to outreach to prospective clients, working with marketing team to build a pipeline of opportunities to drive platform growth.
- Identify, plan and deliver innovative ideas to enhance operations and services.
- Create and deliver effective Company presentations and product demonstrations.
- Advocate for clients by capturing and sharing feedback.
- Maintain high levels of client satisfaction, including consulting with clients to resolve product issues during the introduction process and beyond.
- Improve product adoption, customer retention and help to foster a positive client relationship that creates a loyal client base.
- Act as a coach for the customer service team to ensure KPI's and SLAs are achieved, including mentoring team managers.
- Build business and professional networks at senior executive level.
- Demonstrate or troubleshoot features through email, scheduled calls and/or video meetings.
- Producing regular internal and external reports, ensuring insight and recommendations are shared alongside monitoring best practice service delivery.
- Collaborate with the product development team to communicate user needs and suggest enhancements based on client input.
- Collaborate with cross-functional teams to address technical issues and provide solutions.
- Minimum 5 years' experience in a similar client-facing multilayered B2B role.
- Proven customer success experience.
- Previous experience of using a CRM and providing comprehensive monthly reports. Engaging and confident presenter with excellent communication skills, comfortable communicating at all levels of stakeholders.
- Customer-centric attitude, always willing to help and finds it easy to build relationships. Commercially savvy - always thinking about how to add greater value to customer relationships.
EXCELLENT BENEFITS
LONDON BASED OFFICE AND REQUIRED TO ATTEND TEAM MEETINGS, OTHERWISE FLEXIBLE WITH REMOTE WORKING
If your application is successful, you will be contact shortly.
The job title and description in this advertisement may differ from the client's official job description/contract .We appreciate your interest in this role. E-Personnel Recruitment aims to acknowledge all applications, but due to the high volume of CVs we receive, this may not always be feasible.
You can apply with the utmost confidence to E-Personnel Recruitment directly, experts in both Permanent and Temporary Recruitment, and a proud member of the Recruitment & Employment Confederation (REC), the professional body for the recruitment industry. In the meantime, feel free to explore similar job opportunities on our website: e-personnelrecruitment.co.uk