Customer Support Lead

It's an exciting time to join JRNI, we're scaling up our teams and are looking for a Support Lead, to manage our existing team as a player-coach type role.

You’ll be accountable for building and leading a successful and results-driven UK team and mentoring employees to reach their full potential. Alongside your current role, this will also require you to be hands-on, supporting your team to ensure global Support practices are followed, occasional tricky troubleshooting and escalations. You will:

Build and lead a successful, results-driven team:
  • Alongside the Head of Customer Experience UK, help to lead recruitment, training and retention of the team
  • Distribute your experience and technical knowledge to empower and upskill your team 
  • Create energy and cohesiveness: promote ideas, achievements and successes and foster an environment of knowledge-sharing 
  • Put in place meaningful KPIs and drive improvement for both JRNI and our customers
  • Lead initiatives and help your team to create processes to improve performance and efficiency, especially to reduce the volume of tickets the team need to handle
  • Work with the Head of Customer Experience UK to detect and analyse any peaks and trends through global support and JIRA tickets, then manage and communicate metrics within the team and to key stakeholders

Support-specific accountability:
  • Oversee all customer support responsibilities, including technical queries, configuration and problem solving
  • Increase the first-time fix and customer-centricity, ensuring issues are managed to a successful completion, and those issues that will not be solved are clearly communicated to the Account Teams and Head of Customer Experience
  • Act as the main point of contact for both client and internal ticket escalations when the team are struggling to resolve; ensure you are driving proactive, high-quality communication
  • Monitor tickets that are being passed to other teams that could have been resolved by Support, helping grow and retain the right knowledge within the team

What we’re looking for:
  • Experience within a similar role, with accountability for managing, growing and developing a team whilst maintaining a hands-on approach to support ownership and delivery
  • Experience in supporting highly bespoke, enterprise-scale projects using a SaaS tool; ideally with a relevant qualification
  • Highly effective at interacting across technical and business resources from the developer level through to senior management – intuitive with a mix of gravitas and empathy
  • Inquisitive and challenging nature along with a willingness to take ownership & responsibility

If this sounds like you - and you're looking for a new challenge where you can learn, grow and make a real difference within a dynamic and passionate team - we would love to hear from you!

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