Customer Support Team Lead | SaaS Scaleup

Fancy building a team for one of the hottest tech startups to come out of New Zealand?

I’m working with a global Marketing Technology SaaS scaleup in hyper growth on a key leadership role.

My client offers a sophisticated Customer Engagement SaaS to enterprise clients across the globe – their software enables customers to automate and personalise marketing strategies to effortlessly transform customer experiences. Following explosive growth, they are now looking for a Customer Support Team Lead to build out this function in London.

The role will be managing regular site visits to one of our local customer offices. Incident management and stakeholder management are key components of the role. This role will be the face of the EMEA customer support team to local clients. You will support customers with tailored, in-depth technical advice around their given deployment.

You will deliver:

· A high level of customer satisfaction by ensuring consistently proactive communication with customers and to queries and escalations by all Customer Support team reports

· A strong focus on the importance of customer experience instilled in the team via a culture of proactivity, ownership and responsiveness

· A clearly articulated growth plan for each team member with a view to drive team engagement, that can be clearly communicated to the Head of Customer Support

· Constant attention to the team’s effectiveness; contributing to an overall reduction in support tickets proportionate to clients in the medium term

· Commitment to customer transparency, while ensuring that the interests of the company are effectively represented

· Building and maintaining a high performing customer support team through effective coaching, line management and fostering an engaging working environment

You will ideally have:

· At least three years’ experience managing a team of technical customer support engineers, preferably as part of a global support operation

· At least three years’ experience in Enterprise Software Product Support (B2B)

· Experience working with senior stakeholders and managing critical incident escalations

· Strong technical trouble shooting and problem-solving skills and the ability to coach others to develop these skills

· Experienced, effective communicator, translating technical issues to customer friendly language at all levels to both internal and external stakeholders

· Experience contributing to the continuous improvement of customer support processes

· Flexibility to work with customers in different time zones including meetings outside of normal working hours

· Available as an escalation point for the local team on an as-needed basis

· Ability to adapt quickly to changes in business requirements and process

· Flexibility and a willingness to contribute in all areas of the business as required

· A professional, rational and structured approach

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