Technical Support Team Manager

About the Role

Responsibilities

• Lead, develop and inspire the Customer Support team to deliver exceptional customer experiences and achieve operational performance objectives
• Own the day-to-day delivery of Customer Support services, ensuring customer enquiries, incidents, complaints and escalations are managed effectively and within agreed service levels
• Drive a customer-first culture that prioritises quality, responsiveness, customer satisfaction and continuous service improvement
• Manage operational performance through the effective use of KPIs, reporting, workforce planning and performance management processes
• Lead the management of customer-impacting incidents and escalations, ensuring appropriate communication, coordination and resolution
• Utilise customer feedback, operational data and trend analysis to identify opportunities to improve customer experience, reduce customer effort and enhance service delivery
• Develop and maintain effective relationships with internal stakeholders including Product, Technology, Sales, Customer Relationship Management and other operational teams
• Ensure compliance with company policies, regulatory requirements, quality standards and documented operational procedures

Requirements

• Experience developing and maintaining strong relationships with internal stakeholders of varying levels
• Strong analytical & organisational skills
• Ability to communicate effectively, persuade, and influence a range of stakeholders to deliver the best outcome for customers
• Experience leading teams and driving operational performance
• Ability to manage customer issues, incidents, complaints and escalations effectively
• Experience using performance metrics and operational data to drive improvement
• Commitment to fostering collaboration, accountability and continuous improvement
• Passion for delivering excellent customer service and customer outcomes
• Risk benefit statement
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