- A role that offers a breadth of learning opportunities

- Leadership Role

- Flexible working options

Our Client is building the sales engagement platform of the future. We're building product toward eliminating manual processes and helping companies generate more replies/book more meetings / generate leads (faster). Since our founding in 2016, we've grown to become a profitable, 100% geographically dispersed team of 50 high-performing happy people that are dedicated to building a product that our customers love.

The Job : 

Your Responsibilities will include :

- Plan and implement customer support strategies.

- Lead by example

- Provide 1st class customer support

- Take data-backed decisions to enhance customer experience

- Measure KPIs for customers and agents

- Continuous analysis of support tickets for internal workflow, customer experience and team effort optimisation

- Develop a world-class self-help centre for customers

- Recruit, mentor, train and develop the team members

- Nurture the environment where the team excels through encouragement and empowerment

- Develop customer support policies, procedures and standards.

- Be the bar raiser for the overall product experience.

Ideal Candidate :

Skills Required :

- A minimum of 5 years experience in leading a customer support team, ideally for a B2B software product.

- An obsession with delivering exceptional customer service

- A data-backed mindset

- The ability to think and implement strategies

- A Product Led Growth mindset

- Prior experience in building teams and processes

- The ability to learn fast and teach others

- Strong written and verbal communication skills

- Excellent attention to detail alongside the ability and willingness to work long-term.

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