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Support Manager

Location: London, England Salary: £40000 - £50000 per annum + Excellent company benefits
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: Stalla Xystra

Gold Group have an excellent opportunity for a Support Manager to join a growing technology company based in London.

Salary on offer is up to £50k per annum DOE + Excellent company benefits including:

  • A very busy, dynamic working environment in one of London's hottest startups
  • Equity: Share Options after 6 months of employment
  • Holiday: 25 days + bank holidays + 1 additional day per year up to 3 years
  • Pension: 2% company contributory
  • Perkbox & Hello Perks accounts, including significant discounts on products, experiences, gym membership, mobile phone insurance and half price cinema tickets

The ideal candidate must be an experienced, hands-on leader who relishes the opportunity to build a support function from the ground up, driving both continued company growth and improvement. You will start in a hands-on role where you will be responsible for implementing the strategy of our technical & customer support processes whilst resolving all support queries before growing a team to focus on our continued expansion across the UK, EU and USA. You will also have previously implemented new processes, support systems and managed a service desk for a small to medium sized organization during a significant period of growth.

Key responsibilities and experience

Reporting to our CTO, and working closely with our product and development teams you will:

  • Have demonstrable experience of working within a support function and managing a

customer facing service desk

  • Create and manage service desk policies, standards and workflows to deliver a proactive approach to ticket management; including all 1st line support, increasing service excellence, efficiencies and quality across the product suite as the company begins to scale across multiple markets and sectors
  • Have detailed experience of supporting multiple projects and priorities across an agile and dynamic business with a number of different product groups
  • Be heavily analytics driven with the ability to create comprehensive reports based on agreed KPIs in order to provide business insight into; CSAT, NPS, First Response time and Customer Retention Rates
  • Expand and develop the service teams relationship with all areas of the business to improve technical understanding, customer focus, communication, working practices and service delivery
  • Ensure that all services provide maximum uptime and that all incidents/services requests are resolved effectively and within the agreed SLA
  • Manage and respond to Google Play Store / Apple App Store reviews and ratings to ensure a high level of response and support, as well as a high app rating that reflects both our brand and reputation
  • Implement a near 24/7 incident support management system for all live customer products
  • Maintain a best in class culture and ensure the function performs to agreed service levels and are subject to continual service improvement

Highly Desirable

  • A minimum of 3+ years' experience with a Support Function, preferably within a SME
  • B2B and/or B2C background ideally focused in payments, mobile, analytics, data and APIs
  • Previous working knowledge of service desk applications such as Jira Service Desk or Zendesk
  • Previous experience within MaaS 'Mobility as a Service' and DaaS 'Data as a Service'
  • Experience in managing an offshore support function
  • A background working with both the private and public sector
  • Experience in helping growing and scale a startup to a thriving SME

You will also excel in

  • User and Service Focus
  • Problem Management
  • Decision Making and communication
  • Ownership and accountability
  • Collaboration and partnerships
  • Time, change and people management
  • Taking the Initiative and driving positive change

This advert was posted by Gold Group - one of the UK's leading niche recruitment consultancies. We span a variety of specialist industries and are the recruitment company to help you find your next career opportunity. We pride ourselves on our commitment to candidates and stick to our ethos of finding the right role for the right person. Visit our website or get in touch today to discuss this role, find out what else we've got or just for a chat about the state of your industry. Services advertised by Gold Group are those of an Agency and/or an Employment Business. Please be aware that we receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview. A copy of our privacy policy can be found here: https://www.goldgroup.co.uk/about-us/privacy-policy. Gold Group is an equal opportunity & diversity employer. A copy of our equal opportunity & diversity policy can be found here: https://www.goldgroup.co.uk/about-us/equality-and-diversity-policy

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