At a Glance
- Tasks: Lead and develop customer support teams, ensuring effective incident management and service quality.
- Company: Global technology leader with a focus on innovation and customer experience.
- Benefits: Competitive salary, hybrid working, and a comprehensive benefits package.
- Other info: Dynamic role with opportunities for professional growth and development.
- Why this job: Make a real impact by enhancing customer support and driving service excellence.
- Qualifications: Proven leadership in helpdesk or customer support, with strong incident management skills.
The predicted salary is between 38250 - 46750 £ per year.
Our client, a global technology leader, is currently looking for a Client/Customer Support Manager. Reporting to the Head of Operations, the Client Systems Support/Helpdesk Manager will lead and develop the Client Support and Incident Management teams, own the incident management life cycle, and drive continual improvements in service quality, performance, and customer experience.
Responsibilities:
- Lead, coach and develop the Helpdesk and customer support teams, ensuring incidents, service requests and technical issues are resolved effectively within agreed service levels.
- Own the end-to-end incident management process, ensuring tickets are accurately prioritised, assigned, escalated and followed through to resolution.
- Monitor ticket queues, backlogs and ageing tickets, driving improvements in response times, resolution performance and customer outcomes.
- Act as Incident Manager during major service disruptions, coordinating teams and suppliers, leading incident calls and ensuring clear, timely customer communications.
- Work closely with Product, Development and IT teams to investigate complex issues, identify root causes and prevent repeat incidents.
- Analyse service metrics including SLA performance, first-contact resolution, ticket backlog, resolution time and customer satisfaction.
- Identify opportunities to improve processes, tools, documentation and support efficiency while championing a culture of service excellence.
Essential Attributes:
- Proven experience leading a Helpdesk, Service Desk or customer support team.
- Strong experience managing incident processes within an IT Service Management environment.
- Experience managing ticket queues through an ITSM platform, with strong knowledge of prioritisation, SLA management and escalation processes.
- Experience coordinating major incidents involving multiple technical teams and stakeholders.
- The ability to analyse operational data and use service metrics to drive continual improvement.
- Strong leadership, coaching and influencing skills, alongside excellent customer service and communication.
Client/Customer Support Manager employer: MLR Associates
MLR Associates is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Greater London. Employees benefit from competitive salaries, equity options, and ample opportunities for professional growth, all while working on cutting-edge AI technologies that make a meaningful impact. Join a team where your expertise in backend engineering will be valued and where you can thrive in a supportive environment focused on success and development.
StudySmarter Expert Advice🤫
We think this is how you could land Client/Customer Support Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MLR Associates. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MLR Associates before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client/Customer Support Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MLR Associates:Your cover letter is your chance to shine! Tell us why you want to work at MLR Associates specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MLR Associates!
How to prepare for a job interview at MLR Associates
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
