Customer Support Manager

Customer Support Manager Take the next step in your career now, scroll down to read the full role description and make your application. Leeds - Hybrid Up to £35,000 Fruition IT are working with a well-established tech-first business who are embarking on a complete technical transformation. They are seeking a skilled Customer Support Manager to join this journey, taking responsibility for the overall customer experience on their bespoke software platform. Alongside leading a team of technical support specialists, you will champion the rebranding efforts in this space, driving continuous improvement, and developing innovative processes to boost efficiency and customer satisfaction. Key Responsibilities: Own and champion the customer experience/support domain Lead and manage a team of technical support engineers, providing guidance and support to ensure high-quality service delivery. Drive the implementation and evolution of customer tools, enabling self-service options for customers. Understand customer challenges, identify trends in support issues, and proactively offer solutions to prevent recurring problems. Oversee service desk operations, ensuring timely response and resolution of customer support tickets. Foster a culture of continuous improvement and customer-centricity within the technical support team. Key Requirements: Proven success in leading technical support teams as an experienced customer support manager. Strong experience with trend analysis. Excellent leadership and communication skills. Proven experience with Jira Service Management. Proficiency in ITIL processes and best practices, with hands-on experience in service desk management preferred. Proven experience in customer-facing roles, with a strong ability to deliver exceptional customer service. Strong problem-solving skills with an initiative for improvement.