Customer Support Team Lead (8-Month Maternity Cover)

About

Benivo is disrupting a 32 billion dollar industry with technology and data. Our mission is to transform the mobility industry with smart technology. As the Customer Support Team Lead, you'll leverage your expertise in managing and enhancing support operations to drive exceptional customer satisfaction. Join us and be a key player in elevating our service excellence during this exciting period of growth.

Key Responsibilities:

With a strong focus on customer satisfaction, we are looking for a highly experienced and motivated Customer Support Team Lead to join our team for an 8-month maternity cover role. In this role, you will be responsible for overseeing and managing a 24/7  team of customer support representatives, creating and refining support processes, developing a comprehensive knowledge base, managing team performance, and introducing new features to enhance team efficiency and customer satisfaction

Team Leadership and Management:

• Administratively, the team lead will manage the support  team and be responsible for recruitment and communication with those team members (1-1’s, team meetings, appraisals) and ensuring sufficient staffing to meet required demands.

Support Process Development:

• Develop, implement, and refine support processes to improve efficiency and customer satisfaction.
• Ensure that support processes are documented and communicated effectively to the team.
• Identify areas for process improvement and implement changes to streamline operations.

Knowledge Base Management:

• Create and maintain a comprehensive knowledge base for the customer support team.
• Ensure that the knowledge base is regularly updated with new information, FAQs, and troubleshooting guides.
• Promote the use of the knowledge base among team members to ensure consistent and accurate information is provided to customers.

Customer Support:

• Handle escalated customer inquiries and complaints, providing timely and effective resolutions.
• Monitor customer interactions to ensure high-quality support and adherence to company policies.
• Collaborate with other departments to resolve complex customer issues and improve overall customer experience.

Feature Introduction and Training:

• Introduce new features and updates to the customer support team, ensuring they are fully trained and equipped to support these changes.
• Develop training materials and conduct training sessions on new features, tools, and processes.
• Gather feedback from the team on new features and provide insights to the product development team.

Reporting and Analysis:

• Generate and analyze support metrics and reports to track team performance and identify trends.
• Provide regular updates to senior management on team performance, customer satisfaction, and support metrics.

• Use data-driven insights to make informed decisions and improvements to support processes.

Requirements

• Proven experience in a customer support role, with at least 1-2 years in a leadership or supervisory position, preferably in the Software as a Service (SaaS) industry.
• Working knowledge of Zoho suite of products, including Zohodesk, Zoho CRM and Zoho Analytics, Jira, 
• Strong leadership and team management skills, with the ability to motivate and develop team members.
• Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and team members.
• Proven experience in developing and implementing support processes and knowledge bases.
• Strong problem-solving skills and the ability to handle escalated customer issues effectively.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• High level of attention to detail and a commitment to delivering high-quality support.

Benefits

Competitive salary

Contract type: 8 month Fixed Term

Remote-working friendly: applications across the UK are welcome. We operate a hybrid working model - our office is based in London, close to Euston Station. At the moment we are attending the office two Tuesdays a month. During the probation period and at other times you’ll need to attend the office every Tuesday.

You must have the right to work in the UK.

Please note we will be shortlisting and interviewing candidates as applications come in, so please apply as soon as you can.

Requirements: Due to the nature of this role, the successful candidate may need to undertake a basic criminal record check, the cost of which will be covered by Benivo.

Some of our benefits consists of:

• 33 days paid annual leave, including bank holidays which are flexible - you may choose to work on bank holidays and take the day off elsewhere in the year
• Flexible start-end times (core hours are 10am - 4pm)
• Learning & development - every Friday afternoon is a half day to focus on your self-development and interests
• A yearly generous wellbeing cash-allowance
• Work remotely from 30+ countries for one month per calendar year
• Company social events and team celebrations