Benivo is hiring a
Customer Support Team Lead, Remote - United Kingdom

Summary

The role is for a Customer Support Team Lead covering an 8-month maternity leave. The job involves managing a customer support team, developing and refining support processes, creating a comprehensive knowledge base, handling escalated customer inquiries, introducing new features, generating reports, and providing regular updates to senior management.

Requirements

• Proven experience in a customer support role, with at least 1-2 years in a leadership or supervisory position, preferably in the 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

Responsibilities

• Oversee and manage a 24/7 team of customer support representatives
• Create and refine support processes to improve efficiency and customer satisfaction
• Develop, implement, and maintain a comprehensive knowledge base for the customer support team
• 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
• 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
• Generate and analyze support metrics and reports to track team performance and identify trends

Benefits

• Competitive salary
• 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