CUSTOMER SERVICE SUPPORT TEAM MANAGER IN SOUTH AFRICA

Key Tasks and Responsibilities Responsible for Customer Service and Technical Support teams overall performance, meeting service level agreements, customer satisfaction and performance targets agreed with the senior leadership team Running daily scrum calls with the bug fix team of developers, ensuring their working on the most high priority issues, removing any impediments to progress, ensuring bug fix deploys are made regularly Taking personal ownership of critical or blocked issues and ensuring that an excellent customer experience is always maintained. Line management of team members, performance management, time keeping, managing holidays, sickness, expenses etc. Ensuring all team members have the necessary equipment, tools, licences, relationships, support and training to perform at a consistently high level Responsible for ensuring all team members maintain their knowledge of products and can talk with confidence about our services. The Support and Service teams are known for being ‘Experts’. Responsible for ensuring a library of support material (including ‘How to videos’) is created and maintained for customers to self serve. Responsible for ensuring that accurate and timely reports on teams performance are published regularly and that detailed information is available on request Responsible for ensuring processes and best practices are adhered to by team members. Responsible for ensuring the Customer Support Hubs on customer instances and beta instance are maintained and working Connecting the teams in Cape Town with London, ensuring a consistent culture, shared values and strong collaborative approach Skill Set Excellent verbal and written English communication appropriate for customer facing duties Strong interpersonal skills You’re naturally collaborative and keep a can do attitude Good diagnostic and logical troubleshooting mindset with previous experience essential Be self-sufficient and capable of proactively taking ownership of issues and developing solutions and communicating with the rest of the business Experience of being a team lead, of coaching and teaching others, strong communication skills and excellent interpersonal skills. Able to delegate tasks, efficiently and effectively. Prior experience running ticket desks, live chat, telephone support Manage time effectively, ability to multi-task and meet deadlines Self-starter with the ability to work independently and collaborate with a team Previous experience of support ticket or case management systems essential Previous experience of working in a software business beneficial Previous experience using error and performance handling tools beneficial but not essential (e.g Airbrake & Newrelic) Experience as a scrum master or knowledge of scrum practices while not necessary would be very advantageous