Customer Support Manager
Who are we?
CitNOW provides a range of app-based video solutions to answer business challenges in the automotive industry.
Established in 2008, CitNOW now streams more video than the BBC. Last year we helped dealers record nearly 10 million videos for their customers. We are the world's leading provider of video to the automotive industry, one of the fastest growing tech companies in Europe and have been listed in the Sunday Times Hiscox Tech Track 100 for the past 3 years running.
As of March 2019, there are over 8,000 live installations of CitNOW in Dealerships worldwide. Our first customer was automotive giant BMW and today, our video services answer business challenges for over 43 car manufacturers across Europe.
To date over 27 million million CitNOW videos have been produced and we are operational in 55 countries, in 25 languages and we have over 80,000 registered users.
An exciting opportunity has arisen to lead our newly relocated first line Customer Support Team based within our technology centre for excellence in Stirling. We are looking for a Customer Support Manager to lead and build a team of 3 . This is an excellent chance to be part of the development of what we are looking to be - the hub for our customer support.
We are looking for someone who has experience in leading a first line team, ideally for a software or technology business who is ready to make a positive impact to CitNOW. The ideal candidate will have a passion for technology and be a strong technical all-rounder. You will be a highly motivated, enthusiastic and a dynamic self-learner (with a can do attitude), who understands customer needs and who can exceed customer expectations.
Leading the team to deliver excellent customer satisfaction.
Motivating the team to get the best out of each individual, creating a positive environment by regularly providing praise and recognition of individual and team success, encouraging team working and conducting side-by-side coaching, whilst also challenging any inappropriate behaviour or conduct issues and managing appropriately.
Acting as point of escalation within the 1st line team, with the ability to research more complex or advanced issue solutions.
Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
Looking at continuous improvement of the team, processes and product using all data and metrics available.
Monitoring all SLAs to ensure the business is delivering against its contractual obligations, monitoring 1st line resource accordingly
Building MI to improve Customer Satisfaction, manage team and report into the board on Customer Service Levels
Creating and maintaining documentation on all Customer Support processes whilst continuously looking for opportunities to improve.
What are we looking for?
We are seeking an individual who has/is:
Demonstrable experience leading a team within a first line support environment
A customer focussed approach with excellent communication skills (written and spoken English suitable for business use)
Positive, organised, proactive with excellent problem-solving skills
A passion for technology
Able to work well as part of a fast paced team and works to own initiative
A high level of IT literacy
Strong troubleshooting & problem solving skills
Motivated with a willingness to further develop their knowledge and experience
Enthusiastic, a team player and able to use their own initiative
Why work for us?
Of course, providing solutions to these isn’t possible unless we have a world class team. Luckily, we do. We have some of the industry's brightest minds working here. Why?
Well, as well as offering an exciting working environment, and colleagues that will inspire you, we offer our employees leading marketplace benefits.
We recently received backing from private equity firm, Tenzing, to continue developing our role market leader position and are looking for driven, smart people to join our team to be a part of this new, exciting phase.
You will help to develop our brand by ensuring that all our communications with customers reflect the values we stand for. We would love to hear from you if you have experience within a first line support, customer services or contact centre environment and are looking to take the next step in your career. Please send your CV directly to firstname.lastname@example.org.