Back to searchHead of Customer Support
Cactus Search
Posted 7 hours ago, valid for 20 days
Birmingham, West Midlands B4 6FQ
£70,000 - £80,000 per annum
Full Time
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Sonic Summary
- The Head of Customer Support position is for a leading Managed Service Provider (MSP) seeking a customer-centric individual to lead their service and 1st line tech support teams.
- The role requires a background in Telco or IT MSP, with a package negotiable between £70,000 and £85,000 based on experience and deliverables.
- This position is primarily office-based, requiring four days a week in the office and one day working from home.
- The successful candidate will collaborate with the Head of Sales, Head of Field, and Senior Leadership Team to enhance customer processes and reduce churn.
- The role also involves overseeing inbound customer queries, improving self-service opportunities, and ensuring all service level agreements (SLAs) are met.
** This role is 4 days PW in the office and 1 from home **
** Package is negotiable based on experience (package between 70 and 85k, based on deliverables) + bens **
For this role we are seeking an individual who has a background of working within a Telco / IT MSP (managed service provider).
The customer support teams are responsible for the overall service provided to customers, whether this is the onboarding of new customers to the in-life servicing of existing customers, our clients aim is to build strong relationships with our customers whilst creating a great experience at every opportunity. To achieve this the Head of Customer Support Operations will work closely with the Head of Sales, Head of Field and the rest of the SLT to identify any issues, review our customer processes, manage incidents, work to reduce customer churn plus own other customer impacting activities.
The Head of Customer Support Operations will be responsible for all inbound customer queries and issues with this team acting as the 1st line support to the customer base. By improving process and looking at opportunities for our customers to self-serve the team should be measuring their 1st time resolution times, that all SLAs are achieved and working closely to other internal teams to create a great customer experience.
This role will involve working closely with our IT Operations and Infrastructure teams to ensure improvements in customer experience.
