We’re hiring – Customer Support Manager required

We’re looking for another bright spark to join our ever growing team. The job title is “Customer Support Manager”. The role will involve liaising between our small support team and “Big” Tim, our CTO.

NOTE: This role has now been filled.

As well as managing the existing team and ensuring they’re delivering the highest possible standard of support to our customers, you will also be:

• Providing email support to SME users and Accountants
• Providing telephone support, as required, to Accountant partners
• Identifying when support is not performing as required and taking such steps as are necessary to rectify that state
• Mentoring and supporting junior staff
• Assisting the CTO in implementing and refining the support procedure
• Driving the initiative to provide our customers with better levels of self-service support by:
  • Maintaining and continually adding to the knowledgebase
  • Recommending improvements to the support process
  • Identifying gaps in team knowledge and addressing them
  • Identifying weaknesses in the current support resources and addressing them
• Designing, creating and maintaining a set of reports to give board visibility about the performance of the customer support function

The ideal candidate will come from a customer facing background, ideally from within the accounting/bookkeeping industry. The ability to learn quickly is imperative but, more important than anything else, the applicant must be enthusiastic and have the bags of energy required to work in a busy, entrepreneurial environment. A technical aptitude is also essential.

Must-haves include:

• Excellent written and verbal communication skills
• Familiarity with the use of a PC
• A good level of numeracy
• Over 2 year’s commercial, office-based experience
• Previous responsibility for supervising and mentoring other staff, or a clear aptitude to do so
• A passion for providing an exceptional level of customer service
• Ability to use Microsoft Office suite of products to a good standard
• Ability to communicate effectively at technical and business levels
• Thorough and accurate with good attention to detail
• Able to work effectively and to tight deadlines
• Excellent written and verbal communication skills (so important, I’ve included it twice!)
• Qualified to “A” level or equivalent (some degree of Further Education)

Does it sound like something you or someone you know would be interested in? If so, we’d love to hear from you.

Applictions should be by email. Send your CV, covering letter and salary expectations to [email protected]

NOTE: This role has now been filled.

No agencies.
Our usual notice applies: If you are an agency and you call/email about this role anyway, then I reserve the right to include you in a future blog post about recruitment agencies who can’t read and can’t be any good anyway or they wouldn’t have to phone people who explicitly said “No Agencies”.