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Fruition IT is working with a well-established, tech-first business embarking on a comprehensive technical transformation. They are seeking a skilled Customer Support Manager to oversee the overall customer experience on their bespoke software platform.
In this role, you will lead a team of technical support specialists, champion rebranding efforts, drive continuous improvement, and develop innovative processes to enhance efficiency and customer satisfaction.
Key Responsibilities:
1. Own and champion the customer experience/support domain.
2. Lead and manage a team of technical support engineers, providing guidance to ensure high-quality service.
3. Drive the development and implementation of customer tools, including self-service options.
4. Identify customer challenges and support issue trends, proactively offering solutions.
5. Oversee service desk operations, ensuring timely response and resolution of tickets.
6. Foster a culture of continuous improvement and customer-centricity within the team.
Location and Salary:
Leeds - Hybrid
Up to £35,000
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