Customer Support Manager - Greater London, United Kingdom - Wine Owners

Description

Customer Support Manager

Full time, based in London, Hybrid (3 days per week in the office)

Company Overview:

Wine Owners is a rapidly growing SaaS provider that offers innovative software solutions to the wine industry.

After just 4 years there's a real market buzz about what we're doing, combining industry specific SaaS, multi-channel and omni-channel management, key application solutions that the wine and spirits market need along with key industry integrations. If you're thinking about tooling up for growth or operational improvements, Wine Hub is likely to be on your radar.

The challenges of satisfying the demands of 80+ businesses, plus a steady stream of onboarding clients, require a team leader who can quickly get to grips with the needs of our clients and the scope of the SaaS product to provide the most suitable guidance, manage expectations and advocate on behalf of the industry.

We are dedicated to delivering exceptional customer service and ensuring that our clients receive the best possible experience when using our products.

Job Description:

We're looking for an exceptional talent to be the Customer Support Manager, lead an excellent team, and help us achieve our core customer service goal.

In this role, you will be responsible for managing a team of customer and technical support representatives and trainers, and documentation, ensuring that our customers receive exceptional service and support. The ideal candidate will have a strong technical background, experience managing a team, and a passion for delivering outstanding customer service and client training. Operational wine and spirits industry experience would be a bonus.

Responsibilities:

• Manage and mentor a team of customer and technical support specialists and trainers, ensuring they provide excellent customer service and support to our customers
• Ensure all documentation, FAQ's, online training is created in conjunction with product updates and releases
• Ensure that our customers receive prompt and effective technical support, troubleshooting issues, and providing solutions to complex problems
• Develop and implement training programs to educate our customers on the use of our products, including onboarding, product updates, and best practices
• Identify and address customer issues and concerns, escalating as needed to other departments, and tracking customer feedback and satisfaction
• Collaborate with cross-functional teams to identify opportunities for product improvements and new features, based on customer feedback
• Analyse and maintain customer support metrics (KPIs) and trends to identify areas for improvement, and implement processes to improve efficiency and customer satisfaction
• Ensure that the technical support team is up to date with the latest product updates, features, and functionality
• Establish and maintain relationships with key customers to ensure their satisfaction and continued loyalty to our products

Requirements:

• Bachelor's degree in computer science, business, hospitality or a related field
• 5+ years of experience in technical customer support and training, preferably in a SaaS company
• Strong leadership and management skills with experience leading and mentoring a team
• Excellent communication and interpersonal skills with the ability to interact with customers and stakeholders at all levels
• Strong problem-solving skills with the ability to think creatively and develop innovative solutions
• Ability to work in a fast-paced, rapidly changing environment
• Experience with customer support software and CRM tools
• Familiarity with software development and agile methodologies is a plus

Desirable:

• Knowledge of the wine industry
• A passion for wine and or hospitality

If you are passionate about providing exceptional customer support and training, and have a strong technical background, we encourage you to apply for this exciting opportunity.