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Software (SaaS) - Customer Support Team Lead

Posted 9 February by Context Recruitment Limited Easy Apply Ended

Software (SaaS) Customer Support Team Lead

A vibrant Software as a Service (SaaS) company in the Twickenham area is looking to hire a Customer Support Team Lead. This is a small business (30 staff) with a leading software product used by enterprise-scale household brand name clients nationwide.

This is a varied role, where you will take the leading role in supporting customers and ensuring customer satisfaction. This will involve:

  • Helping to design and improve customer service processes
  • Building reports and data to feed to the product team to drive continual improvement of the software product
  • Interviewing customers and gathering feedback to feed to the product team and for customer case studies
  • Running webinar training and demo sessions and occassionally visiting clients to run onsite workshops
  • Updatign / writing instructional content for the "help" function of the software product
  • Creating video tutorials, updating manual content and knowledgebase.
  • Managing one other Customer Support professional - and more as the business and team grow

Suitable candidates will be:

  • Vibrant, energetic and have previous experience of working in a customer service position, ideally for an SME SaaS provider / business
  • Have a strong customer service mindset and exceptional relationship building and interpersonal skills
  • Understand, to a basic level, IT and have an interest in learning about software product functunaility and underlying technology (at a high level).

The position will pay between £25,000 and £35,000 depending on experience + corporate benefits.

Fantastic easily accessible offices, a great team of people, on-site gym. Small, rapidly growing business looking for somebody to grow with them

Reference: 33754110

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