Customer Support – Team Lead (on-site)

Customer Support & Experience
January 8, 2024

Job Description

Job title: Customer Support – Team Lead (on-site)

Company: Stampede

Job description: Company Description

We’re a tech scale-up with plans for global market domination. Already a few years in, we’ve done the groundwork and have an amazing presence, high-profile customers and success stories we’re incredibly proud of.

We couldn’t have achieved this without some truly excellent people on our team, and we are fiercely proud of our culture.

Overview:

We are seeking an experienced and dynamic individual to join our team as a Customer Support Team Lead. In this role, you will be responsible for leading a dedicated customer support and success team, ensuring exceptional service delivery to our clients utilising our Software as a Service (SaaS) platform. The ideal candidate will possess a strong background in customer support, excellent leadership skills, and a passion for delivering outstanding customer experiences.

Salary: DOE

Working hours: Monday to Friday, 09:00am to 5:30pm (30 min lunch break)

Office based: Stampede, 30 Maritime Street, Unit 4F (The Loft), Leith, City of Edinburgh, EH6 6SE

Job Description

Key Responsibilities

Team Leadership:

  • Lead and inspire a team of customer support representatives.
  • Provide guidance, coaching, and mentorship to team members to enhance their skills and performance.
  • Foster a positive and collaborative team culture that prioritises customer satisfaction.
  • Leading from the front providing excellent examples of 1st line support via Telephone, Email Ticketing and LiveChat – understanding the issue and triaging effectively whilst maintaining open communication channels with the customer

Service Delivery:

  • Oversee the resolution of customer inquiries, issues, and escalations in a timely and effective manner.
  • Ensure that the team meets or exceeds key performance indicators (KPIs) related to response times, resolution times, customer satisfaction and revenue growth.
  • Supporting partners out in the field (E.g you are on the phone, supporting an on-site partner)
  • Working with 3rd party IT providers to implement as above

Product Knowledge:

  • Develop a deep understanding of our SaaS platform and stay updated on new features and updates.
  • Train and empower team members to become product experts, capable of providing in-depth support to customers.
  • 2nd line support, functional & technical

Process Improvement:

  • Identify areas for improvement in customer support processes and implement effective solutions.
  • Collaborate with cross-functional teams to communicate customer feedback and contribute to the continuous improvement of our SaaS platform.
  • Manage, maintain and improve the infrastructure supporting our product including internal and external Knowledge Bases

Reporting and Analysis:

  • Generate and analyse reports to assess team performance and identify trends or areas for improvement.
  • Provide regular updates to management on key customer support metrics and initiatives.
  • Helping the product team to manage improvements by reporting bugs
  • Testing and Quality Assurance – new features and bug fixes

Customer Advocacy:

  • Work closely with the sales and product teams to advocate for customer needs and contribute to the development of customer-centric solutions.
  • Proactively engage with customers to gather feedback and address any concerns, fostering a strong customer-centric culture.
  • Engage with customers to drive net retention by reducing churn and growing individual account revenue.

Qualifications

Soft Skills

Excellent communication; verbal and written

Proven experience in building and maintaining relationships with customers and partners

Must be able to manage workload, prioritise and make decisions as to what needs to be completed and when

Teamwork

Technical Skills

We’re not expecting you to have skills in all of the below however these are the technical things that support our product so being confident in learning them is essential:

Networking technologies – LAN / WAN and Wireless

Core internet technologies – Routing and Switching, DNS, DHCP, OSI Model

Professional-grade WiFi Access Points & their cloud controllers (Ubiquiti UniFi, Ruckus, Cisco Meraki, OpenMesh)

Infrastructure technology; EC2, S3, RDS, Route 53, IAM, Lambda, API Gateway

Cloud providers, specifically Amazon Web Services (AWS)

Marketing software used within Hospitality; Mailchimp, DotMailer, Facebook, Constant Contact, Zapier, Drift etc.

Support ticketing software and CRM i.e. ZenDesk, Hubspot, AutoTask etc.

Additional Information

What’s in it for you?

Workplace pension

Competitive Salary

A clear career roadmap taking you to the top!

Premium work PC and equipment from Apple

33 total days of holiday per year

Join a small team, make a big impact

Other perks you’d expect at a fast-growing tech company.

If you’re passionate about making a difference and want to help build a software company, drop us your CV and cover letter telling us why you want to be part of our journey.

Expected salary:

Location: Leith, City of Edinburgh

Job date: Sat, 23 Dec 2023 23:20:49 GMT

Apply for the job now!

Location

Related Jobs