Head of Customer Support - B2B SaaS / Technology
- Hiring Organisation
- Data Careers
- Location
- South East London, London, United Kingdom
- Employment Type
- Permanent, Work From Home
- Salary
- £90,000
implement and continuously improve a Tier 1, Tier 2 and Tier 3 support model. Apply ITIL service-management principles across incident, problem, change and continuous improvement activity. Optimise Zendesk, including ticket routing, workflows, reporting, automation and knowledge management. Establish meaningful KPIs covering SLAs, response times, resolution times … Sales, Engineering, Customer Success and Operations. Ensure customer feedback and support data influence product priorities and commercial decisions. Communicate service performance, risks and improvement plans clearly to senior stakeholders. Skills and Experience Required Significant experience leading a customer support or service-management function within a B2B environment . ...