Head of Customer Support - London, United Kingdom - Suade

Suade

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are an exciting Fintech/Regtech company with cutting-edge technology for regulatory reporting and rapid growth. We are currently searching for an exceptional Head of Customer Support to join the team.
As Head of Customer Support, you will ensure we provide a world-class customer service to our banking clients.

You will be responsible for effective day-to-day support operations, as well as overseeing the systems and processes that underpin our support operations.

You will work closely with our account managers and delivery teams, and you will own some 'business as usual' client relationships.

This is a perfect opportunity for a skilled and ambitious customer support operator to join a high growth company.

If you also have excellent people skills, curiosity, business acumen and an exemplary work ethic, we'd like to meet you.

Please note

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This role is based in London. Suade has a flexible working policy but you will need to be available to come into the London office when required at your own expense.

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Due to the nature of this role and the 24/7 support model we provide to our clients, you will sometimes be expected to be on-call outside business hours and sometimes at weekends.

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Applicants must have the right to work in the UK. We are unable to offer visa sponsorship for this role.

_Suade is an equal-opportunity employer; all qualified applicants will receive consideration for employment without bias_.**
Requirements

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Responsibilities

Responsible for leading a team of 45 support specialists (both inhouse and 3rd party), ensuring they provide exceptional support to our banking clients
Responsible for training and coaching the support team to implement company support policy and follow best practice
Ensure that the team efficiently triage support tickets, solving firstline tickets, and escalating other tickets to second or thirdline teams with sufficient information to facilitate a rapid resolution
Monitor performance against client SLAs and weekly KPIs, reporting to Suade Management weekly
Proactively identify areas for improvement in Suade's support operations
Diagnose issues (e.g. SLA breaches) to establish corrective measures as required
Coordinate our 24/7 support model, managing the rota of outofhours support and ensuring there are robust contingency plans in place at all times
Responsible for maintaining and improving the systems (e.g. Zendesk) and processes (e.g. training) that underpin our support operations
Maintain the knowledge base of common problems, Q&A and recommendations
Empathise with our clients and see the system from their perspective to find long term solutions rather than shortterm wins
Coordinate regularly with our Product Teams to ensure alignment between our product and the expectations of our customers
Own some 'business as usual' client relationships, as their main point of contact with Suade postimplementation

Skills and Qualifications

Previous experience working as a Business Analyst, Technical Support, QA or Software Development in a SaaS company
Excellent English verbal/listening and written communication skills with demonstrated ability to communicate effectively with crossfunctional teams
Basic Excel knowledge (formulas, pivottables) and an ability to work with reporting software
Highly organized, able to multitask and work within short time constraints
Quick learner, selfmotivated, detailedoriented, and able to work with mínimal supervision
Ideally, previous experience of support tools such as Zendesk/Freshdesk/JIRA
Ideally, a basic understanding of financial products (Securities, Derivatives, etc.) and the ability to communicate technical information to nontechnical clients in a way that is easy to understand

Benefits

25 days holiday + Bank Holidays
Flexible holiday choose when you take your holidays by opting out of bank holidays if you would like
Additional annual leave holiday
An extra day of annual leave for every 3 years you work at Suade in addition to your existing 25 days on a pro rata basis.
Company pension
Maternity leave and extraordinary paternity leave
Flexible working hours
Company laptop
Work from home budget/ homeset up: £500 for new starters

- £500 Annual Training/ Development Subsidy