Service Support Manager

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An exciting fast growing business delivering EPOS and self-service technology to pubs and bars internationally is seeking a highly driven Service Support Manager to join the team to ensure we continue to provide first class support to our customers as we grow.

This will be a senior role, reporting to the board, and you will have the opportunity to shape the support function of the company.

You will be responsible for:

- Overall oversight and accountability for support tickets raised via multiple channels, including WhatsApp messenger, in-app messenger, email, and phone

- Direct handling of first line support tickets, as well as overseeing handling by the support team, ensuring support SLAs are adhered to

- Taking on and improving support processes to ensure a fast turn of tickets and continuous process of improvement

- Coordinating resolution of tickets involving input from team members both within and outside of the support team

- Ensuring any customer concerns, issues or complaints are handled with utmost priority, escalating where necessary

- Managing the documentation of root causes of issues and ensuring steps are taking to avoid, mitigate or improve handling of future occurrences

- Inputting to and overseeing the creation of a knowledge base of helpdesk support flows to resolve common issues

- Reviewing and putting into practice new tools that become available to improve support, such as artificial intelligence tools

The following skills and experience are required:

- Highly motivated and driven to succeed

- Good customer service skills and ability to communicate well with people at all levels of a business

- Proactive mindset with the ability to work under minimum supervision

- Knowledge of Service Support disciplines (ITIL certificated an advantage)

- Good problem solving and troubleshooting skills

- Previous experience supporting IT systems

In return you will receive:

- An exciting and varied role within a small, fast-growing business

- Opportunity to build and lead the entire support function of the business

- £40k - £45k salary

- Opportunity to join equity incentive scheme after 1 years service, providing the potential for attractive long-term returns

- 5 weeks paid holiday

- Company pension

- Flexible working hours