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    Customer Support Manager - London, United Kingdom - Wine Owners

    Wine Owners
    Wine Owners London, United Kingdom

    2 weeks ago

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    Description
    Customer Support Manager
    Full time, based in London, Hybrid (3 days per week in the office)

    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.

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

    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.

    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
    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
    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
    ~ Experience with customer support software and CRM tools
    ~ Familiarity with software development and agile methodologies is a plus

    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.

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