Customer Support Manager

2 weeks ago

Waterloo, Canada ClearCourse Full time

Career Level: 7A Manager
- Posting Date: 17 Feb 2025

Are you an experienced support leader passionate about delivering exceptional customer service and driving continuous improvement? Do you thrive in a fast-paced environment where you can mentor teams, solve complex issues, and enhance the overall customer experience?

**About Us**:
We are a leading provider of innovative software solutions for the hospitality and retail**industries, helping businesses streamline their operations and deliver seamless customer experiences. Our collaborative and fast-paced environment ensures that every team member has the tools, training, and support needed to succeed.

**Role Overview**:
We are seeking a Customer Support Manager to lead our support team and drive service excellence. You’ll be responsible for managing day-to-day support operations, mentoring team members, and ensuring customer issues are resolved efficiently. This role is ideal for a dynamic leader who thrives in a fast-paced environment, enjoys problem-solving, and is committed to enhancing the customer experience.

**This is a hybrid role, requiring a minimum of three days per week in the office (Monday - Friday).**

**We offer a competitive salary and generous benefits package, including**:

- Life Assurance and Private Health Policy
- Company Pension Scheme
- Hybrid working model with flexibility to work from home
- Career development and training opportunities
- A collaborative and innovative work environment

**Key Responsibilities**:

- Manage, support, and develop the Customer Support team, conducting regular performance reviews.
- Monitor KPIs and ensure SLAs are met, maintaining a high standard of customer service.
- Act as an escalation point for complex customer issues, ensuring timely and effective resolutions.
- Develop and implement training plans to help team members achieve their full potential.
- Oversee ticket handling systems, ensuring issues are logged and resolved efficiently.
- Identify patterns in customer contacts and proactively suggest improvements.
- Work alongside the Senior Support Manager on recruitment, onboarding, and HR-related tasks.
- Champion service excellence and foster a culture of collaboration and continuous improvement.

**What we’re looking for**:

- Required skills & experience:_
- Minimum 3 years of experience in an IT support or customer-facing role.
- Strong organisational and time management skills with the ability to prioritise workloads.
- Excellent communication skills, both written and verbal.
- Experience leading or managing a customer-facing team.
- Ability to thrive in a fast-paced environment with changing priorities.
- Desired skills & experience:_
- Familiarity with **SQL**.
- Experience in **retail and/or hospitality** industries.
- Knowledge of **ticketing systems** (ideally Jira Service Management).

**Who you are**:

- A proactive problem solver with a can-do attitude.
- Adaptable and able to build strong relationships with customers and stakeholders.
- Self-motivated and able to work independently as well as part of a team.
- Skilled at multi-tasking while maintaining high service standards.

**Location & Working Hours**:

- Based in **Irvinestown, Enniskillen, or Waterlooville, Hampshire**.
- **37.5 hours per week** between 8:30 AM - 6:00 PM.
- **Weekend and bank holiday cover on a rota basis**, with some out-of-hours work required.

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