Head of Customer Support

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Head of Customer Support – Birmingham – Up to £55k

On behalf of our award-winning client based in Birmingham, we are recruiting for an experienced Head of Customer Support. As Head of Customer Support, you will work with all areas of the business, but you will primarily lead the support team, helping clients with the platform and all the features it has to offer.

The Head of Customer Support will be responsible for:

  • Provide team training and performance feedback, whilst being the voice of the customer and relaying back important information to other internal departments.
  • Closing tickets and working with your team to reach CSAT and SLA targets.
  • Proactively find system weaknesses and feedback to the appropriate party.
  • Work with Cloud Switch and providers to ensure the best service available for
  • customers.
  • Maintain, support, and advance infrastructure.
  • Make executive decisions that impact customer and partner relationships.

The Head of Customer Support will have the following:

  • Strong understanding of soft switches (Class 4 & 5)
  • Knowledge of the Data Protection Act 2018/General Data Protection Regulation.
  • Deep understanding of the SaaS industry
  • Ability to work under pressure, unafraid of difficult phone calls and/or meetings with the proactivity to implement post-solutions to platform problems
  • Deep understanding of VOIP, SIP, SDPs, and RTP.
  • Excellent communication skills to work with remote workers and overseas teams

Benefits

  • Social activities and trips away
  • Ongoing training and development

This role is fully office based

How to Apply if you’re Interested in this Job:

If this sounds like your perfect role, click Apply without delay!

Head of Customer Support – Birmingham – Up to £55k

Interviewing and onboarding for this role will be going ahead remotely while Covid-19 restrictions are in place.

Permanent
7 January 2022
IT Support
IT Support Manager
West Midlands
Up to £55k

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