Customer Support Process Improvement Manager

What's the opportunity? 🤔

We’re looking for a proven operator to design, build, maintain, and improve Customer Support’s processes and workflows. In our fast paced environment, Customer support is constantly changing and adapting processes and workflows to better support customers and deliver shared company goals. The right candidate is exceptionally customer-focused with a background in customer-facing roles, and has experience leading and managing processes and workflows for a large organization. You have exceptional project management skills, a high attention to detail, data-driven mindset, and a proven ability to influence and collaborate across all levels of the organization.

What will I be doing? 🚀

• Build a framework to review and implement new Customer Support processes and workflows, ensuring we are always making improvements that enhance the customer experience  
• Analyze current Customer Support processes and workflow performance, make recommendations, and drive improvements
• Work with and communicate to CS Leadership to implement ongoing changes
• Collaborate with cross-functional teams to ensure processes are followed
• Partner with CS Enablement and cross-functional teams to build and maintain thorough documentation and training
• Take full ownership of large, cross-functional special projects designed to improve the customer experience, increase teammate efficiency and engagement, and drive company goals
• Design and implement process control metrics, monitor process performance, and KPIs
• Ensure compliance with internal policies and external regulations

What skills do I need? 📖

• 4+ years of experience in Customer Support or a customer-facing role 
• 2+ years experience in process management
• 1+ years of project or program management experience
• Strong knowledge of Process Improvement frameworks (Six Sigma, Total Quality Management, Kaizen continuous improvement, etc.)
• Strong interpersonal and communication skills – can quickly build rapport with senior technical and non-technical leaders
• Intrinsically motivated and entrepreneurial; you enjoy a mix of working with others and by yourself 
• You’re an excellent self-starter with a track record of seamless execution on complex programs or projects with minimal guidance
• Strong technical aptitude with a complex tech stack and SaaS environment is a bonus

Benefits 😍

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Open vacation policy and flexible holidays so you can take time off when you need it
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too 
• MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done