SonicJobs Logo
Left arrow iconBack to search

Customer Support Manager - SaaS

Carousel Consultancy Ltd
Posted 2 days ago, valid for 17 days
Location

Newcastle Upon Tyne, Northumberland NE19 2BG, England

Salary

£24,000 - £28,800 per annum

info
Contract type

Full Time

Life Insurance
Employee Assistance

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

info
  • We are seeking a highly motivated Customer Support Manager with experience in a SaaS or business information organization.
  • The role requires a minimum of 5 years of experience in customer support or service management, as well as strong management skills.
  • This position involves leading client support teams in both Bournemouth and Newcastle, necessitating flexibility and travel between the two locations.
  • The company offers a competitive salary along with a comprehensive benefits package, including 25 days of annual leave and other perks.
  • Key responsibilities include improving client retention, managing client issues, and developing team members to ensure high standards of customer support.

Customer Support Manager - SaaS - Newcastle - Competitive Salary & Benefits

We’re on the hunt for a highly motivated, energetic and client focused Customer / Client Support Manager, with experience in a SaaS or business information organisation, to join a fantastic company as their Customer Support Manager.

Joining an ambitious and successful organisation, the Customer Support Manager will lead client support teams based in both Bournemouth and Newcastle, so the flexibility and ability to travel between the two offices is required.

We’re looking for someone strategic and business minded, yet with a highly personable nature and the experience to mentor and develop your teams to ensure client satisfaction and qualitative and quantitative targets are exceeded. You will be responsible for shaping the strategy and delivery of client care, so experience of strategic planning would be highly beneficial.

What’s on offer:

This is a fantastic opportunity to join a highly successful organisation. Our client is offering a competitive basic salary and a great benefits package which includes 25 days annual leave (plus your birthday day off), pension, life assurance and income protection, employee assistance programme, learning and development opportunities - and more!

Location: for this role, you could be based near Newcastle or Bournemouth, with frequent travel between the UK offices.

Key responsibilities as the Customer Support Manager will include:

  • Improving client retention through excellent customer service experience
  • Developing and maintaining proactive client processes, onboarding and training to maximise client satisfaction at all times
  • Managing client issues and following problems through to resolution
  • Developing client service procedures, policies and standards
  • Managing teams in different locations and ensuring excellent standards of support are maintained
  • Recruiting, mentoring and developing team members
  • Managing all records and documenting all customer service actions and discussions
  • Managing budgets

And more.

What we’re looking for:

  • Proven experience in similar Customer Support / Service Manager, ideally in a SaaS or Business Information organisation
  • Strong management skills and knowledge of management methods and techniques
  • Ability to mentor and train team members to ensure excellent standards of customer support are provided
  • Ability to manage resources and utilise assets
  • Proactive problem solver
  • Experienced in using customer service software, databases and tools
  • Strategic, professional and motivational team leader
  • Professional, confident, proactive and flexible approach to work
  • Results driven with strong client focus
  • IT literate with excellent MS Office skills and experience of Salesforce
  • Willingness to travel between UK&I offices

Interested in this Customer Support Manager opportunity?

If you have the skills and experience that we’re looking for, then we want to hear from you ASAP!

Please ensure your CV showcases your full capabilities and experience and submit it, quoting 'DH - Customer Support Manager’

Apply now in a few quick clicks

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.