We are seeking an experienced and data-driven Support Manager to lead our team of support agents. The ideal candidate will have exceptional people management skills and the ability to analyse support data, identify key drivers, and formulate strategic plans to reduce support volumes.
This role is highly focused on analytics, with a requirement to report key metrics and insights to the business on a weekly basis. We're looking for someone with an analytical mind who uses data to optimise processes and is familiar with building continuous improvement processes.
The successful candidate must have a minimum of 7 years management experience in a SaaS environment, and must be proficient in using the Intercom chat platform.
Key Responsibilities:
- Data Analysis & Reporting: Regularly analyse support data to identify patterns, root causes, and key drivers of customer inquiries. Develop reports outlining key metrics, including ticket volumes, response times, customer satisfaction, and resolution rates.
- Strategic Planning: Formulate and implement strategies to reduce ticket volumes, improve resolution times, and increase customer satisfaction, leveraging data-driven insights.
- Performance Metrics: Report weekly to the business on key performance indicators (KPIs), highlighting trends, actionable insights, and proposed initiatives to enhance the customer support function.
- Process Improvement: Continuously identify opportunities to improve support processes, workflows, and tools, with a focus on optimising efficiency and customer outcomes.
- Team Leadership: Manage and mentor a team of support agents, ensuring high levels of performance, engagement, and professional development. You will also be heavily involved in the ongoing global recruitment of support agents.
- Intercom Management: Oversee the configuration, optimisation, and use of Intercom as the primary chat platform, ensuring the team is fully equipped to manage and resolve customer inquiries efficiently.
- Collaboration: Work closely with cross-functional teams, including product, engineering, and customer success, to ensure seamless communication, escalation management and issue resolution.
Qualifications and Experience:
- Minimum of 7 years of experience in customer service management, with at least 3 years in a leadership role in a Saas environment.
- Exceptional people management skills, with a focus on developing high-performing teams.
- Experience in reporting and presenting to senior leadership, including the ability to formulate and communicate strategic recommendations based on data.
- A results-oriented mindset with the ability to balance customer satisfaction with operational efficiency.
- Proven track record in data analysis, including the ability to interpret support ticketing data and provide actionable insights.
- Strong experience with Intercom (preferred) or similar chat support systems.
- Excellent written and verbal communication skills.
This role offers a unique opportunity to lead a dynamic support team and have a direct impact on customer satisfaction and operational efficiency. If you are an analytical, results-driven leader with a passion for people management, we’d love to hear from you!
