At a Glance
- Tasks: Lead a global support team, manage incidents, and enhance customer experience.
- Company: Dynamic company focused on innovative protection and decision platforms.
- Benefits: Generous leave, private insurance, gym membership, and volunteering time off.
- Other info: Collaborative environment with opportunities for professional growth.
- Why this job: Make a real impact by improving customer support and leading a talented team.
- Qualifications: 5+ years in app support management with strong leadership skills.
The predicted salary is between 60000 - 75000 £ per year.
We are looking for an App Support manager to lead our global support team across our Protection Platform and Decision Platform products. The role involves overseeing ticket management, prioritisation, incident resolution and SLA delivery, working closely with customers and engineering teams to resolve complex issues.
What You Will Do
- You will lead and develop the team, helping coach and grow our support engineers, ensuring owned metrics such as CSAT and 1st time resolution steadily improve.
- You will represent Support as an enablement team, working closely with Product, Customer Success and Engineering teams to ensure great customer experience.
Why It Might Be a Fit
You are a proven operator with a strong understanding of app support and customer experience management. You work collaboratively with engineering, product and customer success teams to resolve customer issues quickly and to a high standard.
Requirements
- 5 years+ experience leading, coaching and managing global support teams
- Exceptional leadership, communication and stakeholder management skills
- Strong operational mindset supporting customers in an SLA-driven environment
- Deep expertise configuring and optimising Jira Service Management (preferred), HubSpot, Zendesk or ServiceNow platforms
- Proven experience building dashboards, insights and reports from support data
- Proven experience implementing and managing Incident processes
Benefits
- 25 days of annual leave with option to buy/sell more days
- Adoption and fertility leave
- Generous enhanced parental leave
- Comprehensive private insurance coverage for employee and dependents
- Group Life Insurance coverage of 9x basic annual salary and Group Income Protection up to 75% of basic annual salary
- Optical benefits 15% combined employee/employer contributions
- Subsidized gym membership
- Access to Employee Assistance Program
- Cycle to Work and Electric Car Salary Sacrifice Scheme
- Time off for volunteering
- Charitable matching of employee donations
Application Support Manager employer: Pacific Life Re
As an Application Support Manager at our company, you will thrive in a dynamic and supportive environment that prioritises employee growth and well-being. With a strong focus on collaboration across teams and a commitment to enhancing customer experience, we offer generous benefits including extensive leave options, private insurance, and opportunities for professional development. Our culture encourages innovation and teamwork, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pacific Life Re. 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 Pacific Life Re 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 Application 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 Pacific Life Re:Your cover letter is your chance to shine! Tell us why you want to work at Pacific Life Re 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 Pacific Life Re!
How to prepare for a job interview at Pacific Life Re
✨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.
