Company Information

Are you an experienced Customer Support / Manager looking for an opportunity to join a companys Senior Leadership Team to drive change during an exciting period of growth? If so, Zenopa has a great role to discuss with you.

Title - Head of Customer Support
Location - Sheffield - with a hybrid work pattern
Company - Leading provider of healthcare SaaS

The key purpose of this role is to lead, improve and maintain a high standard of customer service, increasing growth and retention of products for the business.

What will you be responsible for?
- Establishing and agreeing a set of KPI's to monitor and measure customer satisfaction
- Implementing and setting SLA's with the customer support executives in response to handling customer queries
- Producing performance metrics and reports when required i.e. call response times/handling/resolution
- Identifying trends through call tags/analysis and providing solutions to resolve any issues/challenges
- Train the customer support team to maintain customer information, ensuring the CRM database is up to date

What will you bring to the role?
The company are keen to speak to candidates with the following:
- Experience of managing B2B customer service
- Experience of managing corporate accounts
- 2 years proven experience of leading and managing a customer support team at senior leadership level
- Any experience within a SaaS company would be highly desirable

Apply now to find out more about this role!