Customer Support Manager Technical Support, Customer Service and Guest Support Stepping up into a leadership position across a Remote first business - managing the experience of enterprise customer accounts (b2b).
Wonderful maturing SaaS / Tech business with amazing growth over the last decade! Young, dynamic team, great people Global business, modern and polished with ace values.
Negotiable salary up to £50,000, work from home PLUS amazing benefits!
Hands-on, team leadership role managing a technical support team of 5 providing guest support and end user support, team to expand in the next year to include customer service.

This is an outstanding SaaS business providing WiFi and connectivity services are a Duval favourite client. Amazing growth, wonderful values, remote working, fantastic culture and they are recruiting for Customer Support Team leader who can lead and manage the support function globally, including technical support and guest support.

This role would suit someone looking to develop their leadership experience or maybe step up into this leadership role and be part of the company leadership team. You ll be head of department and expect growth in 2025. No technical skills necessary - this is a leadership, management and process improvement role. What we need is someone who has managed people, who can lead with maturity, confidence and elite communication.

How does that sound? We re looking at a 2-stage interview process, start October. Get your application over to

The Role:

You will ensure customers and partners love working with this business and have a positive experience
You will ensure the end user receives a best-in-class service
Delivery on individual objectives and key results
Ensure SLAs are kept up to date, monitored and are achieved
Work as part of a team to create shared learnings and ideas to improve

Responsibilities:

You will ensure a high standard of service by effectively managing tickets in line with SLAs
Taking ownership of key issues and implementing efficient issue resolution plans
Effectively liaising with internal stakeholders to achieve resolutions of customer support issues, managing both internal and external communications
Acting as an escalation point for incidents and high value customers
Effective communication around team operations and ticket data to senior team, along with the wider business as appropriate
Lead and manage the Global Customer Support team by providing 121 meetings, providing support and guidance, conducting regular reviews.
Oversee continuous operational improvement by defining performance and quality metrics, conducting regular reviews to identify opportunities to improve
Manage reporting of key metrics to senior leadership and wider business
Setting and meeting the annual and quarterly team priorities
Conducting regular analysis of processes and undertaking improvement
Deliver meaningful insight to the business

We are looking for:

Ability to manage and motivate a team of customer support professionals
Someone who can create and deliver clear and concise presentations to both internal and external audiences
Understanding and management of customer issues and pain points
Can act as the point of escalation for important customer issues
Can effectively utilise Zendesk to manage customer interactions
Able to use data and reporting to provide insights to the team and business
Will collaborate with team and across department both locally and globally

Fantastic benefits include remote first working, emphasis on learning and development and career progression, 23 days holiday (plus bank holidays) with 1 more day each year, volunteering days, company bonus plus healthcare and incentive plan after 12 months.

Top role with this Duval favourite client, get your applications in to Chloe.

Duval Associates

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