Salary: £70,000 plus benefits, Location Flexible
Our client is an established SaaS business, the market leader in its sector, with exciting growth plans. To support this and future expansion they now seek an experienced Head of Customer Support. The role will be accountable for the leadership of the Customer Support function with a focus on the planning and implementation of a strategy to enhance and build on existing services; and team development.
The successful candidate will:
- Direct the Customer Support department so that its needs and resources are correctly prioritised, and outputs meet or exceed agreed targets. Mentor, coach and motivate team members to achieve these goals.
- Strategically drive operational and organisational efficiencies, and Continuous Improvement in customer experience.
- Establish and have ownership of KPI, SLA and CSAT and other performance measurements, reporting these to senior stakeholders.
- Manage relationships internally to forecast and minimise any potential disruption to the customer experience; and externally to ensure priorities and escalations are addressed.
We are looking for someone who:
- Can demonstrate experience of driving positive change and improved performance in Customer Support in a similar post in a fast-paced, competitive environment, ideally in a SaaS environment.
- Possesses first-class leadership skills with an ability to inspire others.
- Communicates well, in writing and verbally; builds strong relationships
- Resourceful, delivery focused and results-driven.
This role can be based anywhere in the UK but will require frequent travel to the client's offices in the Thames Valley and North East.