Customer Support Manager

Permanent
London
Customer Support Manager opportunity working for a rapidly expanding FinTech scale-up. This is a hybrid role with 3 days a week in London.

Our client's product offering is an innovative accounting platform helping customers calculate their taxes quickly and efficiently. They are a consumer-focused company that has already captured a global audience and continues to scale rapidly. They’re now looking for a Customer Support Manager to join their world-class customer support function and ensure all users receive top service.

This role would be well suited to someone who has experience in a high performing global customer support team in the tech scale-up space.

Main Responsibilities 
  • Work with team leads to deal with customer issues ensuring high levels of customer satisfaction
  • Assist the wider customer support team to resolve escalated customer issues, making sure all are resolved 
  • Maintain an enhanced knowledge of the customer base as to deliver timely and relevant knowledge and assistance
  • Adopt a philosophy on continuous improvement
  • Evaluate overall customer satisfaction via surveys and reviews, analysing statistics to improve team performance
  • Manage and mentor team leads including conducting performance reviews and timesheet approvals
  • Maintain knowledge of industry development and trends
  • Assist in hiring new support representatives 
Skills & Experience
  • Experienced in managing successful customer support teams within the tech scale-up space
  • FinTech experience is a bonus
  • Prior knowledge of customer support software, tools and databases
  • Experienced dealing with customers of varying seniority
  • Able to handle conflicting priorities and juggle problems simultaneously
  • Passion for the fast-paced environment with a positive can-do attitude 
On offer: 
  • £70k - £75k
  • 25 days holiday
  • Hybrid working with 3 days in the London office

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