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Customer Service Manager | Bristol / Hybrid | £45,000 - £55,000 | Tech for better

Customer Service | B2B | B2C | International | Scale up | Customer Support | Freshdesk | Feedback | Chats | reviews | Triage | Documentation | and more

An opportunity has arisen for you, a customer-focused individual to lead a customer service function at a tech for better client in Bristol. This role presents an excellent opportunity to make a significant impact on their market position.

You’ll have the opportunity to plan the evolution of the Customer Service function to ensure adequate resources as the company scales, advocating for necessary changes or investments. You’ll identify and evaluate options for outsourcing or adopting new technologies to support scaling efforts domestically and internationally.

What you’ll get up to -

B2C Support:

• Deliver exceptional B2C customer support, managing product feedback, partner feedback, chats, user reviews, bug triaging, privacy requests, and general support for our expanding user base.
• Manage a team of Community Assistants handling daily support tickets through Freshdesk.
• Optimize operations by updating canned responses, triage processes, and documentation in collaboration with stakeholders from Insights, Product, and Partnerships teams.
• Collaborate with Product Managers and Partnership Managers to monitor and analyze customer needs, trends, and patterns, contributing to proposition development through regular meetings.

B2B Support:

• Define and document B2B support and escalation processes for our SaaS services in collaboration with internal stakeholders.
• Establish systems, tools, and processes to provide high-quality second and third-line B2B support based on Service Level Agreements with partners.
• Manage and report key metrics associated with Service Level Agreements, including availability, response time, restoration times, monthly KPI reporting, and review meetings.
• Identify initiatives for performance improvement and act as the primary point of contact for partners, coordinating and delivering partner training when necessary.

What they’re after -

• A few years of customer service experience in a digital or technical field.
• Experience in managing and growing a Customer Service function on an international level.
• Experience with both B2C and B2B.
• Experience in developing new Customer Service capabilities for diverse product sets.
• And more

This role would suit an already experienced Customer Service Manager looking with experience of European or US Customer Service to lead the future of the function.

And in return -

• A salary of up to £55,000
• Flexible and Hybrid working
• bonus scheme
• Pension and benefits scheme, including health coverage.
• Professional training and mentoring programs to enhance skills.
• EV salary sacrifice and car share
• And more

This role has huge potential for directing how this growing business delivers customer service in Europe and further afield. You will have massive scope to introduce process, tech, and more in order to make sure service is top notch to both UK and clients abroad.

This role is based in the UK, therefore you need to be based here with full right to work. Sponsorship is not available.

If you are interested, apply now to be considered.

Ben Simpson
[email protected]

Customer Service Manager | Bristol / Hybrid | £45,000 - £55,000 | Tech for better

Customer Service | B2B | B2C | International | Scale up | Customer Support | Freshdesk | Feedback | Chats | reviews | Triage | Documentation | and more