Customer Support Manager

Leeds - On site 2x per week

Up to £42,000

Fruition IT are working with a well-established tech-first business who are embarking on a complete technical transformation. They are seeking a skilled Customer Support Manager to join this journey, taking responsibility for the overall customer experience on their bespoke software platform.

Alongside leading a team of technical support specialists, you will champion the rebranding efforts in this space, driving continuous improvement, and developing innovative processes to boost efficiency and customer satisfaction.

Key Responsibilities:

• Own and champion the customer experience/support domain
• Lead and manage a team of technical support engineers, providing guidance and support to ensure high-quality service delivery.
• Drive the implementation and evolution of customer tools, enabling self-service options for customers.
• Understand customer challenges, identify trends in support issues, and proactively offer solutions to prevent recurring problems.
• Oversee service desk operations, ensuring timely response and resolution of customer support tickets.
• Foster a culture of continuous improvement and customer-centricity within the technical support team.

Key Requirements:

• Proven success in leading technical support teams as an experienced customer support manager.
• Strong experience with trend analysis.
• Excellent leadership and communication skills.
• Proven experience with Jira Service Management.
• Proficiency in ITIL processes and best practices, with hands-on experience in service desk management preferred.
• Proven experience in customer-facing roles, with a strong ability to deliver exceptional customer service.
• Strong problem-solving skills with an initiative for improvement.