Support Manager Full Time

Support Manager – Circa £35K + 10% bonus – Partially remote (3 days in the office a week) – Nottingham, UK.

Are you a problem solver? Can you see the bigger picture when it comes to identifying potential problems within a support team? Are you a people’s manager? Do you have experience of dealing with frustrated customers and de-escalating a situation?

I’m looking for a Support Manager who will be responsible for managing the team, keeping ticket numbers to a reasonable level and customer satisfaction high.

You’ll be working with external and third-party suppliers to ensure the company is making all the right decisions. There are 3 major components to this role –

1. Staff management – you’ll be directly managing x4 1^st line technical support staff, you will be looking at monthly progress / goals and completing annual appraisals. Take charge of the service and rota cover for staff. You will also be responsible as matrix manager for another x8 staff, this will cover absence, sickness and holiday approvals.
2. Customer Management – You’ll be the escalation point of any customers, account management, any enhancement to their product. In charge of the statistical analysis with regards to the support team and customer.
3. Ticket Management – managing 1^st line efficiency within the team. Managing 2nd line escalations and resolution times – Monitoring 2nd line activity and providing the statistics to show activity, close times etc to ensure correct staffing levels KPIs – Report monthly KPIs results to Senior Management, for example customer satisfaction and ticket levels

As for the business themselves, here’s the story.

The company creates enterprise dashboard applications for e-commerce businesses of any size. It allows the business to manage the inventory in terms of stock, warehousing, supply chains, logistics order management, the sales funnels etc. So, whether you’re selling on your own website, a Shopify site, Etsy, eBay, Amazon or wherever else you might sell your wares, their applications acts as a dashboard to all of this channels but from one place – so they have APIs feeding into the dashboard.

The salary for this role is up to £35K, so you’ll need at least a couple years’ experience in this or similar roles, but I understand that the hardest workers come in different shapes and sizes, so I’m open to all sorts of candidates.