Head of Support - Exeter, United Kingdom - Rezcomm

Description

About Rezcomm:

Rezcomm is revolutionising the airport industry through our innovative ecommerce and marketing solutions. Our primary clients include airport executives, marketers, commercial managers, and parking operations professionals. Our focus is to simplify their roles and enhance their capabilities in serving their customers.

We're not just a service provider; we are partners in our clients' journey, assisting them in leveraging technology for seamless customer experiences and operational efficiency.

At Rezcomm, we create tools that empower airports to sell everything from flights to coffee, ensuring a smooth journey for their passengers.

Role Overview:

As the Head of Support at Rezcomm, you will lead a hybrid team of 6 support members supporting Airports all over the world.

Your role is crucial in ensuring that our airport clients receive exceptional support, enabling them to deliver outstanding services to their passengers.

You will be at the forefront of helping our clients utilise our technology to its fullest potential, ensuring they can efficiently manage their operations, from parking services to customer engagement.

Key Responsibilities:

• Lead and manage the support team, ensuring effective resolution of client issues.
• Develop strategies for optimising Average Handle Time (AHT) while improving service quality.
• Monitor effective use of Jira, Confluence, and other support tools.
• Collaborate with other departments to ensure seamless client support and service delivery.
• Conduct regular team meetings and training sessions to enhance team capabilities.
• Provide insightful data analysis and reports to improve support operations.
• Foster a supportive and collaborative remote working environment.
• Oversee the recruitment and training of new support team members.

Qualifications and Experience:

• Proven experience in a Support Manager role within a SaaS environment.
• Experience with Jira Service Desk and Confluence.
• Excellent leadership and team management skills.
• Ability to work effectively with a team which is part office based and part remote.
• Strong problemsolving and decisionmaking capabilities.
• Exceptional communication and interpersonal skills.
• Experience with running B2B support for Ecommerce, Online Booking systems or Marketing Technology would be an advantage.

Become a part of Rezcomm:

By joining our team, you'll play a crucial role in the journey of airports worldwide towards streamlined operations and enhanced customer satisfaction.

Your expertise and leadership will directly impact the effectiveness of our clients in serving millions of passengers, making their travel experience smoother and more enjoyable.

Role summary:

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Title:Head of Support

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Location:George Parker Bidder Building, Exeter Science Park, Exeter
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Working Hours:Monday to Friday, 9:00 am - 5:30 pm

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Salary:
£36000

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Holidays: 20 days plus UK bank holidays


Job Types:
Full-time, Permanent


Salary:
£36,000.00 per year


Benefits:

• Free parking
• Onsite parking

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• A-Level or equivalent (preferred)

Work authorisation:

• United Kingdom (required)

Ability to Commute:

• Exeter (required)

Ability to Relocate:

• Exeter: Relocate before starting work (required)

Work Location:
Hybrid remote in Exeter