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SalaryMCS group is delighted to be exclusively partnered with a successful start up in Belfast to recruit for a brand new role as Head of Customer Support.
Our client is a successful start up who offer a software as a service solution to clients across the globe. You will be joining a mature and well supported company who are backed by large investors who can offer a fantastic culture and working environment.
This is a unique opportunity to take a senior role within a thriving team who can offering long term career progression as they continue to succeed.
Responsibilities:
- Lead and manage a team of Customer Support representatives.
- Scale and optimise Customer Support operations.
- Implement and maintain Customer Support software and tools.
- Develop and analyse metrics to improve effectiveness.
- Foster a positive team environment and handle conflicts.
- Oversee hiring, training, and performance evaluation.
- Craft clear communications and SOPs.
- Utilize data for decision-making and goal-setting.
- Respond effectively to complex issues and crises.
- Stay informed about industry trends and innovations.
Desired Experience:
- Extensive leadership in Customer Support.
- Proven track record of team scaling and metric improvement.
- Strong understanding of support software and databases.
- Experience with CRM platforms and ticketing systems.
- Proficiency in data analysis and KPI monitoring.
- Effective team management and conflict resolution.
- Exceptional communication and documentation skills.
- Success in improving customer satisfaction and loyalty.
- Track record of implementing process improvements.
- Ability to adapt to industry changes and innovations.
To speak in absolute confidence about this opportunity please send an up to date CV via the link provided or contact Stuart Kennedy, Senior Specialist IT Consultant at Group
