Support Operations Manager
12 hours ago
We're a company dedicated to powering a digitally-enabled global food system. Our mission is to make data accessible and transparent, empowering organisations to build innovative solutions that reduce waste, improve food security, drive growth and optimise operational efficiency.
Job RoleWe're seeking a Technical Support Manager to join our Customer Success team. As a Technical Support Manager, you'll play a crucial role in delivering world-class service and support to our customers, setting up and maintaining long-term profitable relationships.
Key Responsibilities:
- Provide timely, professional support to customers via phone, email and chat.
- Troubleshoot and resolve technical issues, escalating complex cases as needed.
- Collaborate closely with product and engineering teams to deliver immediate and effective solutions.
- Proactively follow up with customers to confirm issue resolution.
- Develop and maintain our Knowledge Hub, offering up-to-date resources and support materials.
- Conduct analysis and data reviews to identify trends and improve processes.
- Monitor and enhance customer satisfaction, including tracking metrics like NPS.
To excel in this role, you'll need:
- A minimum of 3 years' experience in technical support, with a proven track record of driving customer success.
- Excellent communication skills, both written and verbal, enabling clear and empathetic interactions with customers and team members.
- At least 6 months of hands-on experience with SQL and other database management tools.
- Proficiency in using Customer Service Platforms (Intercom) to manage and streamline customer interactions.
- Working knowledge of Excel or Python, with the ability to analyse data and generate actionable insights.
- Strong expertise in software troubleshooting methodologies, with a structured approach to resolving technical issues.
- Experience working with APIs and integrations is a plus.
We offer:
- Salary: Competitive
- Bonus: Potential of annual company-wide payment
- Flexible Vacation: 25 days, Bank holidays and Special days
- Flexible hours: Choose your working hours around core hours (10:30 – 16:30)
- Stock Option: Become an owner of Cerve with significant wealth creation potential
- Pension: 5% company contribution
- Voluntary Benefits: Discounts and offers
- Hybrid Workspace: Hybrid working from our R&D Hub
- Best Tech and Equipment: MacBook and equipment needed to excel
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