Remote Customer Support Manager Job in UK Alliants

Who you are

• Expert in managing high-volume service desks.
• Familiar with public cloud environments especially AWS.
• Experienced in service desk software like Freshdesk and Intercom.
• Capable in disaster recovery planning and business continuity strategies.
• Bachelor's degree in Business IT Hospitality Management or related field.

Desirables

• ITIL Certification
• AWS Certifications
• Experience managing large teams
• Experience with remote teams

What the job involves

• Manage and mentor a team of support agents ensuring high performance.
• Oversee daily support operations and handle escalations.
• Develop processes to enhance support team efficiency and effectiveness.
• Gather and analyze customer feedback to drive improvements.
• Monitor KPIs to ensure target achievements.
• Maintain and update the support knowledge base.
• Work closely with Product Sales and Marketing teams.
• Prepare regular reports on team performance and customer feedback.