Service Support Manager

An exciting fast growing business delivering EPOS and self-service technology to pubs and bars internationally is seeking a highly driven Service Support Manager to join the team to ensure we continue to provide first class support to our customers as we grow.

This will be a senior role, reporting to the board, and you will have the opportunity to shape the support function of the company.

You will be responsible for:

- Overall oversight and accountability for support tickets raised via multiple channels, including WhatsApp messenger, in-app messenger, email, and phone
- Direct handling of first line support tickets, as well as overseeing handling by the support team, ensuring support SLAs are adhered to
- Taking on and improving support processes to ensure a fast turn of tickets and continuous process of improvement
- Coordinating resolution of tickets involving input from team members both within and outside of the support team
- Ensuring any customer concerns, issues or complaints are handled with utmost priority, escalating where necessary
- Managing the documentation of root causes of issues and ensuring steps are taking to avoid, mitigate or improve handling of future occurrences
- Inputting to and overseeing the creation of a knowledge base of helpdesk support flows to resolve common issues
- Reviewing and putting into practice new tools that become available to improve support, such as artificial intelligence tools

The following skills and experience are required:

- Highly motivated and driven to succeed
- Good customer service skills and ability to communicate well with people at all levels of a business
- Proactive mindset with the ability to work under minimum supervision
- Knowledge of Service Support disciplines (ITIL certificated an advantage)
- Good problem solving and troubleshooting skills
- Previous experience supporting IT systems

In return you will receive:

- An exciting and varied role within a small, fast-growing business
- Opportunity to build and lead the entire support function of the business
- £40k - £45k salary
- Opportunity to join equity incentive scheme after 1 years service, providing the potential for attractive long-term returns
- 5 weeks paid holiday
- Company pension
- Flexible working hours