Head of Customer Support – B2B SaaS / Technology

United Kingdomgbvia direct

// Job Type

Full Time

// Salary

GBP 70,000 - 90,000/year

// Salary Range

70,000–90,000 GBP / year

// Posted

2 months ago

About the Role

Lady who was head of service delivery in Oslo has resigned
Service Delivery – combo of product service management – ongoing service
But also managing the customer service team
Going to now focus on customer service
Customer Service Lead / Manager
Location – ideally Oslo or otherwise the UK
Need to travel to Oslo – Gatwick or Heathrow – anywhere else?
5 / 6 Oslo, 8/9 with outsourcer in Bulgaria
Experience of B2B customer contact team – customer driven oriented culture – slick processes and measuring performance strongly
No external view of what good looks like – drive and execute change – get rid of rubbish
Flat model – customers and agents – ideally tiered service
Metric driven culture
Reckon £70k - £80k range
University staff raising support tickets – some dealt by customer service and some dealt by product
Raise the bar – even at entry level
Keen to learn the product suite – that’s important – B2B is important
Through zen desk – nature of responses – value of it being SaaS helps
Could look at someone from infrastructure
Johanna – 2 / 3 days a week in the office – similar for the team
Last day is 2nd week of august

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