This position requires a passionate team leader with expertise in SaaS (Software as a Service) products and technical support, coupled with a commitment to delivering exceptional customer service. The focus is on coaching and guiding the team to resolve customer issues efficiently while maintaining outstanding levels of customer satisfaction.

A strong emphasis on delivering an exceptional customer experience is key to this role. It demands high emotional intelligence and empathy to address customer needs effectively. The ideal candidate will excel at prioritizing requests, multitasking, and collaborating across teams to ensure superior customer outcomes.

Job Requirements

Key Requirements:

• Flexibility to work shifts between 07:00-21:00 Monday to Friday, as well as on-call weekend and public holiday support from 07:00-15:30 on a rota basis.
• At least 2 years of experience in a technical support role, with a focus on SaaS products.
• Proven leadership and team management abilities, with a talent for motivating and inspiring others.
• Excellent communication and interpersonal skills, with a customer-focused mindset.
• Advanced technical skills in troubleshooting software applications and system integrations.
• Familiarity with ticketing systems, CRM software, and other support tools.
• Ability to excel in a fast-paced environment and adapt to changing priorities.
• Relevant certifications (e.g., ITIL, CompTIA, Salesforce) are desirable but not mandatory.

Job Duties

Team Leadership:

• Lead and mentor a team of technical support executives, offering guidance and coaching to maximize performance.
• Cultivate a positive, collaborative team culture centered on delivering exceptional service.
• Establish clear goals and expectations, monitor progress, and provide constructive feedback.
• Ensure team performance aligns with monthly KPI targets.

Technical Support:

• Serve as the main contact for escalated customer issues, delivering advanced troubleshooting and resolutions.
• Work with cross-functional teams to address complex issues and resolve them promptly.
• Continuously update technical knowledge on product features and best practices.
• Handle initial 2nd line support for escalated tickets.

Customer Engagement:

• Build strong customer relationships, acting as a trusted advisor and advocate.
• Maintain proactive communication with customers, providing updates and gathering feedback.
• Exceed SLAs and quality standards through prompt resolution of inquiries and concerns.

Process Improvement:

• Identify and implement improvements in support processes for enhanced efficiency.
• Analyze metrics to identify trends, root causes, and opportunities for improvement.
• Collaborate with stakeholders to enhance the overall support experience.

Key Competencies

Key Performance Indicators:

• Consistently achieve or exceed predefined KPI targets.
• Regularly review and update metrics to ensure relevance.

Additional Skills:

• Effective verbal and written communication skills.
• Strong attention to detail, ensuring accuracy in tasks and communication.
• High computer literacy, utilizing tools and systems effectively.
• Collaborative teamwork with a positive attitude.
• Strong interpersonal skills, building rapport with customers and team members.
• Confidence and enthusiasm in customer engagement.
• Passion for technology and continuous learning.
• Ability to understand and address customer needs effectively.

Benefits

• Competitive salary.
• Hybrid working environment with home and office options.
• Free parking access.
• Professional development opportunities.
• Regular social events.
• Private health insurance.
• 35 days of annual leave, including bank holidays.

This role is ideal for individuals passionate about leading teams and delivering exceptional customer experiences in a dynamic and technology-driven environme