Customer Support Team Leader

About us

• SafeTag Tracking is a growing start-up in the GPS Tracking industry, launched in early 2022 to provide a more user-friendly, accessible & customer focused GPS Tracking solution for consumers and small businesses.
• We are a family led business and strongly believe in investing in our employees.
• We sell a portfolio of 10+ products across Amazon & eBay, and serve over 10000 customers across the UK, Europe & the USA.

About the job

• We are looking to develop our Customer Support Team, and are looking for a hands-on, customer-centric, and ambitious individual to head up the team.
• You and your team will be the face of SafeTag, supporting customers through onboarding, and helping them to keep the things they need to be protected, secure.
• You will own our support processes including email support, customer outreach, processing returns, and other day-to-day operation activities.
• We offer a brand-new, spacious and welcoming working environment where you will be valued and given responsibility as a key decision maker, and in a small, agile company where support is treated as our most important asset.

Responsibilities

• Manage our internal Support Team, including appraisals & interviewing
• Respond to written customer inquiries & drive issues to a resolution with our app/website or tracking hardware.
• Keep you and your team in compliance with company SLAs and other KPIs
• Follow up on responses to customer reviews and feedback
• Management of customer help centre
• Management of hardware fault investigations
• Ad Hoc production related activities
• Periodically assess support resources and propose adjustments as required.

Who are we looking for?

• Customer-centric attitude, with the dedication & problem solving skills to reach efficient solutions that customers are happy with.
• Interested in tech innovation such as IoT Hardware & SaaS
• Excellent communication and collaboration skills
• Motivation to participate in key decisions related to resourcing and strategy within the Support Team
• Proactive, can-do approach to problem solving
• A start up / entrepreneurial mind-set being able to adjust to change, get stuck into different activities, and keep up with a fast moving business
• Process orientated with a desire to create workflows to simplify, speed up and improve visibility across all areas of the business.

Experience & Skills Required

• Customer facing experience working in a company with a technical product, for 3+ years, preferably B2C
• Experience in a management role for 1-2 years
• Strong written & verbal English communication and interpersonal skills
• Strong organisational and leadership skills
• Exceptional technical skills, experience with supporting hardware is a bonus.
• Analytical mindset with exceptional problem-solving abilities.
• Experience with CRM Systems: Zendesk, Freshdesk, Zoho etc
• Experience troubleshooting or providing support for hardware products

Bonus skills

• Familiarity with order management systems.
• Experiencing troubleshooting apps & websites (using browser development tools)
• French/German/Italian/Spanish bilingual.

Why us?

• Competitive salary
• Annual performance bonus
• Private Healthcare Plan
• Flexible working hours
• Remote working opportunities
• On-site parking
• PTO: 24 + 8
• In-office ping pong & darts league!
• One of a kind experience in an early stage and rapidly growing startup.
• Healthy company in a rapid growth stage with great scope for career development.
• Range of hands on experience working with IoT hardware and SaaS products

Schedule

• Mon - Thu: 9AM- 5:30PM
• Fri: 9AM - 5:00PM
• Mon - Thu In Office, Friday WFH
• PTO: 24 Days + Bank Holidays
• During probation, you will be in office full time for training

This position offers the opportunity to take a key role in delivering exceptional customer service in an industry-disrupting small business. If you have a passion for leadership and customer satisfaction, we would love to hear from you.

Job Type: Full-time

Pay: £32,000.00-£42,000.00 per year

Benefits:

• Casual dress
• Company pension
• Employee discount
• Free parking
• On-site parking
• Private medical insurance
• Transport links
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Yearly bonus

Ability to commute/relocate:

• Orpington: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer service: 2 years (required)
• Management: 2 years (required)

Work Location: Hybrid remote in Orpington