Phil Brindley

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Head of Support

Ref #: 7582
Xpertise Recruitment 28/08/2020
Location: Not Disclosed
Salary: £50-70k £
Type: Permanent
Seniority: N/A
Date: 28/08/2020
Head of Support

Head of Support ¦ East Midlands ¦ £50-70k +Bonus + Benefits

Location: East Midlands

An experienced Head of Support is required for our client who is a Software House based in the east Midlands. You will have a proven track record of building a customer support function, supporting a SaaS based product. This is a key role to drive customer experience and excellence, delivering day to day support in a technical environment

You will work very closely with their clients building a function and the blueprint for future growth of the team. You will also be working very closely with internal stakeholders such as Development Leads, Architects and applications specialists.

Your Key responsibilities:

  • Build a best practice customer support and excellence function
  • Deliver a great customer experience in line with SLA’s.
  • Build internal relationships to help deliver support champions
  • Own and deliver large problem escalations from customers
  • Manage a team of 3-5 people initially.
  • Building a training and development programme for the team.

You will need to demonstrate:

  • A solid background in SaaS and Cloud operations and/or delivery in a leadership role
  • Demonstrable experience in SaaS and Cloud related environments and technologies such as SaaS vendors, AWS, etc.
  • ILI environment experience, service improvement
  • Proven experience of building, managing and motivating agile teams
  • Proven experience of incident management and resolution for customers
  • Customer focussed with proven ability in developing and managing strong customer engagement and relationships

This is a fantastic career opportunity to be influential in shaping and developing SaaS offerings. If you would like to join an exciting tech company with an innovative and entrepreneurial mind-set where you will be working with the latest in web technologies in a dynamic, fast paced environment then this is the role for you.

For more information on this role or other similar roles please contact Phil Brindley

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