Customer Technical Support Manager

Join to apply for the Customer Technical Support Manager role at GBG Plc1 day ago Be among the first 25 applicantsJoin to apply for the Customer Technical Support Manager role at GBG PlcGet AI-powered advice on this job and more exclusive features.Direct message the job poster from GBG PlcAbout GBGEnabling safe and rewarding digital lives for genuine people, everywhereWe make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.About the team and roleCustomer SupportThe Customer Support Team is responsible for helping GBG\’s customers use our products. The Team takes pride in supporting GBG\’s Vision through the provision of excellent customer service.The role reports to the Head of Customer Support EMEA, you will be responsible for the performance of the Tier 1 Customer Support team, ensuring customers receive the highest level of support. Tier 1 is the initial port of call for all incoming customer queries across our product portfolio. Tier 1 is responsible for resolving faster-turnaround queries and escalating other tickets as appropriate to Tier 2 specialists.What you will doSupport delivery of the global customer support strategyRecruit, mentor and manage team members.Monitor, measure, and manage the team\’s progress. Promoting a positive environment, knowledge transfer and self-management/development.Demonstrate customer \’obsession\’ by speaking directly to customers (email, phone, or face-to-face) in response to issue escalations and for general feedback gathering.Consistently apply best practice processes for Incidents, Problems, and Requests and take responsibility for ensuring KPIs and SLAs are achieved.Managing internal and external stakeholder relations and providing regular updates of support operations.Dealing with escalated customer issues arising from operations and collaborating with other departments to resolve.Skills we\’re looking forExperience leading a customer facing team within a technology/software companyExperience using proprietary software applicationsEvidence of technical capability – an IT/computing qualification or experience during employment would be an advantageAble to support and nurture team members remotely as well as locallyDemonstrated customer first approachProject management skills and proven track record of deliveryAbility to report and analyse performance data to design and deliver improvements to serviceConfidence in working collaboratively with senior managers and operational teamsAttention to detail and willingness to be hands on where necessaryAdditionally, As Tier1 are responsible for providing on-call support to customers, the flexibility for team members to call/message outside of standard office hours if they need adviceTo find out moreAs an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.To chat to the Talent Attraction team and find out more about our benefits and why we\’re a great place to work, drop an email to and we\’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities atUnleash your potential and be part of our mission to power safe and rewarding digital lives.Seniority level Seniority level Mid-Senior levelEmployment type Employment type Full-timeJob function Job function Customer ServiceIndustries IT Services and IT ConsultingReferrals increase your chances of interviewing at GBG Plc by 2xSign in to set job alerts for \”Customer Technical Support Manager\” roles. Chester, England, United Kingdom 1 day agoWarrington, England, United Kingdom 1 week agoLiverpool, England, United Kingdom 2 hours agoWarrington, England, United Kingdom 1 week agoAppleton Thorn, England, United Kingdom 5 days agoCrewe, England, United Kingdom 7 months agoBusiness Systems Manager, Dynamics CE, COR7289 Warrington, England, United Kingdom 1 day agoLiverpool, England, United Kingdom 3 days agoCrewe, England, United Kingdom 1 month agoKnowsley, England, United Kingdom 6 days agoProduct Safety Engineer – Hazardous Locations We\’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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