Head of Customer Service
Full time
at Premier Sports Network
in
Online
Posted on August 23, 2024
Job details
Head of Customer Service | £60k - £75k base | Remote (UK based) Premier Sports have partnered with a cutting edge performance data technology company that are looking for a Head of Customer Service. The Company :
- An international sport-tech company that uses performance GPS data to enhance and improve athletes training & games, also helping mitigate any injuries
- Extremely affordable, making data accessible to masses, offers enhanced feedback and provides all-round team analysis
- International team across Europe and US
- Lead the growing Service team, responsible for delivery and success of the 24/7 support function as well as recruitment of new team members and improving retention
- Performance management – managing underperformance as well as celebrating success!
- Creating the right culture, setting standards & expectations
- Design trainings and maintain teams are up to date with best practices in issue resolution and de-escalation
- Reduce error rates, improve processes & sales administration
- Measure and improve KPI’s on customer engagement & efficiencies
- Create a learning environment that leads to outstanding NPS across the team
- Implement best in class issue tracking and resolution processes
- Champion innovative solutions to drive efficiency and reliable support
- Own TTR, TTC and drive industry best CSAT
- Work closely with engineering operations and account management teams to create smooth hand off processes
- Evaluate and improve support tools and processes to ensure efficient customer issue management
- Driving and implementation of automation
- Ticket management systems, coordinating workflows through the team
- Implementation of customer succession & customer journey management
- 3-5yrs experience leading a customer service team
- Experience working with international clients
- Strong management and teaching abilities
- Ability to build a culture that fosters development
- Analytically driven
- Execllent written and verbal communication skills
- High attention to detail
- Experience with Hubspot preferred
- Strong understanding of global sports landscape is a BONUS
- Experience across grass-root, youth, collegiate, high school, coaching is a BONUS
- Experience working on support with both hardware and software is a MUST
- Experience in the product space is a MUST
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