About Us:Our Client is an innovative and fast-growing startup based in Bolton, Manchester, specializing in cutting-edge technology solutions for businesses across the UK and beyond. As a dynamic and agile company, we are passionate about delivering high-quality, customer-focused solutions that are transforming industries. To support our rapid growth, we are seeking a talented and experienced Customer Technical Support Manager who is willing to relocate to the UK and help us scale our customer support operations to the next level.
Job Summary:The Customer Technical Support Manager will be responsible for leading and managing the technical support team, ensuring that customer issues are resolved promptly, efficiently, and professionally. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for delivering exceptional customer service. This role involves managing a team of support specialists, setting KPIs, and working closely with other departments to improve customer experience and product performance.
Key Responsibilities:Lead and Manage Technical Support Team:
- Supervise a team of customer support representatives, ensuring they deliver high-quality technical support to clients.
- Conduct regular performance reviews, coaching, and training to ensure continuous professional development.
Customer Support Operations:
- Oversee daily operations of the technical support department, including the prioritization of customer tickets and escalations.
- Ensure timely and effective resolution of customer issues, including complex technical problems.
Escalation and Problem Solving:
- Act as the point of contact for high-priority escalations and resolve them effectively, liaising with engineering, product, and operations teams when needed.
- Develop troubleshooting protocols and optimize workflows to reduce the time taken to resolve customer queries.
Process Improvement and Strategy:
- Identify opportunities for improving the support process and work closely with the product and engineering teams to communicate customer feedback and drive product improvements.
- Set KPIs for the team and track performance to ensure all customer service standards are met or exceeded.
Collaboration with Other Departments:
- Collaborate closely with the product development team to provide customer insights and help shape future product roadmaps.
- Work with the sales and account management teams to ensure customer onboarding is smooth and their technical needs are understood and met.
Reporting and Analysis:
- Create regular reports on customer support performance metrics and provide insights into how the department can improve.
- Analyze support trends to anticipate potential future issues and develop strategies to address them.
- Relocation Support:
- The company will assist with the relocation process, providing support in settling down in the UK.
Required Skills and Qualifications:- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support, with at least 2 years in a managerial or leadership role.
- Strong technical background with expertise in troubleshooting and solving complex customer issues.
- Demonstrated ability to lead a team, set objectives, and manage performance.
- Excellent written and verbal communication skills, with a customer-centric approach.
- Experience with CRM tools, ticketing systems, and performance monitoring software (e.g., Zendesk, Salesforce, Jira).
- Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
- Ability to work collaboratively in a fast-paced startup environment.
- Willingness to relocate to Bolton, Manchester, UK.
Preferred Qualifications:- Previous experience working in a startup or technology-driven environment.
- Knowledge of cloud technologies, SaaS platforms, or networking systems.
- Experience in customer success or account management is a plus.
- Familiarity with remote team management tools and methodologies.
Benefits:- Competitive salary package.
- Relocation assistance to the UK.
- Opportunities for career growth within a fast-growing company.
- Access to cutting-edge technology and tools.
- Flexible working hours and potential remote working options.
- A vibrant, inclusive, and innovative company culture.
