Address
Form of work
SalaryThis is an exciting opportunity for an experienced & autonomous individual, looking to develop their career within a highly successful, growing tech company.
Due to BrightLocal’s continued growth we’re looking for a Customer Support Team Manager to help us to deliver our next phase of growth.
This role will be based at our Head Office in Brighton, where we attend the office at least two days a week.
The role:
Team Leadership:
Lead, inspire, and motivate a team of 30+ Customer Support representatives in different countries and time zones to achieve departmental goals.
Foster a positive and inclusive work environment that promotes collaboration, continuous learning, and personal growth.
Customer Experience Excellence:
Develop and implement strategies to enhance the overall customer experience, focusing on improving response times, issue resolution rates, and customer satisfaction metrics.
Continuously analyze customer feedback to identify areas for improvement and implement effective solutions.
Performance Management:
Set clear performance objectives and KPIs for the Customer Support Team. Conduct regular performance evaluations, provide constructive feedback, and coach team members to reach their full potential.
Recognize and reward outstanding performance.
Process Optimisation:
Evaluate existing Customer Support processes and identify opportunities for streamlining and automation.
Implement best practices and efficient workflows to improve team productivity and reduce response times.
Cross-Functional Collaboration:
Collaborate with other departments, such as Product Development, Sales, and Marketing, to gather customer insights, provide feedback, and ensure alignment on Customer Support strategies.
Training and Development:
Develop and deliver comprehensive training programs to enhance the skills and knowledge of the Customer Support Team.
Stay up-to-date with industry trends and advancements in Customer Support technologies to provide innovative solutions.
Provide feedback and coaching through call listening and performance evaluations.
Reporting and Analytics:
Monitor and analyze Customer Support data to identify trends, areas of improvement, and potential bottlenecks.
Prepare regular reports and present key findings to senior management, offering actionable recommendations.
Team Development:
Facilitate HR processes including recruitment, onboarding, and staff development initiatives.
Keep track of employee records and ensure compliance with HR policies and procedures.
Administrative Tasks:
Maintain and update the HR system, review check-ins, and manage employee leave requests.
Ensure accurate tracking of sickness absences and signing off on annual leave requests.
Training and Development:
Support the adoption and understanding of new products and features among employees.
Workload Management:
Reassign workloads in the event of employee absences to maintain operational efficiency
We’re looking for a unique individual who has:
Proven experience in a Customer Support leadership role, preferably in a fast-paced environment. SaaS / Tech background preferred
Excellent communication and interpersonal skills, with the ability to empathize with customers and build strong internal relationships.
Strong problem-solving and decision-making abilities, with a keen attention to detail.
Demonstrated leadership skills, including the ability to inspire and motivate a diverse team.
Proficiency in Customer Support software and CRM systems. (Zendesk)
Analytical mindset with the ability to leverage data for strategic decision-making.
Ability to adapt to changing priorities and work under pressure to meet deadlines.
A customer-centric mindset and a passion for delivering exceptional service.
Excellent verbal and written communication skills
Great attention to detail
You will regularly liaise and collaborate with our colleagues in the Philippines, Ukraine, Poland & USA, your internal relationships are as important as external ones and you’ll need to be a team player and a great communicator to be successful in this role.
Person Specification:
You are positive, friendly and professional
You have excellent attention to detail and an analytical mind
You are a team player and able to build good relationships with colleagues
You are passionate about your work and strive to have a positive impact every day
You are able to focus on the task at hand in a busy, fast-paced office
You are self-motivated & able to work autonomously on your tasks
You will be confident and skilled in rapport building
This role is perfect for someone who is adaptable, flexible, keen to learn and can think on their feet
Salary: dependent on experience
Hours: 9.00 am - 5.30 pm Monday-Friday
Some flexibility required to cover customer needs and time zones
Training
We will provide excellent training at work and through external courses if you need them.
You will receive extensive training on SEO, marketing and the BrightLocal platform. You will use this knowledge to assist and advise customers, impressing them with your knowledge and educating them about the benefits of BrightLocal.
About BrightLocal
Founded in 2009, BrightLocal has grown into a powerhouse name in the world of Local SEO and digital marketing. We provide invaluable insights and custom fit services to both big and small brands alike. Enabling businesses to understand, develop, and utilise their Local strategies to help them grow.
We live and breathe everything Google and search engine. We have a very welcoming and talented team we are really proud of, we are protective of our company values and want our teams to love coming to work.
In office entertainment includes things like: table tennis, foosball, consoles, food & drink
We’re a dog friendly business so you may see some of our furry friends trying to distract you during the working day!
Headquartered in central Brighton, we have a plethora of tempting lunch choices and convenient transport connections right on our doorstep.
