Head of Support and Customer Success
Our mission is to give people the power to build ultra-large IoT fleets, sensor networks and meshed information systems around the globe and behind. We're building a different kind of company that connects billions of devices around the world, gives them ways to share data and create a data-driven economy for everyone. Together, we help people build spheres and communities around sensors, networks and other things people want to connect - we're just getting started.
As a Head of Customer Service Excellence you will be fundamental in the delivery of an excellent customer experience in addition to contributing to the substantial growth and success of the organisation. You will be accountable for the Inbound and outbound contact center, customer account queries and in country knowledge around legal and regulatory compliance across the United Staates and ideally Europe.
What you'll do:
- Lead the Internal Customer Service team to deliver against Service KPIs relating to: Service, Quality, People and Cost
- Financial accountability for the Operational cost centre, managing costs and performance in line with budget and new client expansion
- Drive a Right-First-Time culture, ensuring compliance with internal Quality and Governance procedures and measures
- Develop and implement robust processes to deliver high quality service proving the right resolution to our external customers
- Build and develop the strategic roadmap for customer service technology evolution
- Demonstrate Leadership through engagement of teams and key internal and external stakeholders - taking the lead on bringing to life Engagement Plans and improving engagement scores
- Identify and deliver efficiencies and savings in line with the group financial targets
- Responsible for the interaction with our Sales Teams, supporting them in delivering business growth opportunities
- Attend customer reviews sessions as the Customer Services expert
What you've done:
- Experience of leading a Pan-European and ideally, Global customer service operation
- Understands the interrelationships of several key disciplines and integrates this knowledge to achieve goals
- Substantial expertise in managing practical and operational issues arising from high volume customer contact, preferably in a patient or medical end user environment
- You are a proactive self-starter who is ready to learn a lot from a lot of smart people and be humble enough to ask for help, yet independent enough to find existing knowledge too
- Operational leadership in customer centric profit center and operations management
- In depth knowledge of service level and customer experience measurements
What you ideally have:
- Strong problem-solving and analytical skills
- Solid attention to detail
- Demonstrable troubleshooting skills
- Strong customer service skills and empathy
- Fluent written and verbal English, other languages a strong plus
- On-the-job experience troubleshooting enterprise customer issues
- Understanding of networking and distributed systems