At a Glance
- Tasks: Drive improvements in customer support processes and enhance team collaboration.
- Company: Join a diverse and inclusive tech company focused on customer experience.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with a focus on innovation and continuous improvement.
- Why this job: Make a real impact on customer journeys and support services.
- Qualifications: 3+ years in B2B SaaS support, strong project management, and communication skills.
The predicted salary is between 45000 - 55000 £ per year.
We’re looking for a new member to join our Customer Enablement team with a focus on Support services and product enablement.
In this role, you’ll act as a bridge between strategy and execution, working closely with the Customer Leadership Team and Support leadership to strengthen the performance, scalability, and customer experience within Support.
You’ll drive meaningful, long-term improvements to Support processes, tools, and ways of working, whilst also serving as the go-to person within the Enablement team for product changes and releases, ensuring customer domain colleagues are always informed and well-equipped ahead of any update.
This is a rewarding opportunity for someone who’s passionate about creating tangible impact on how our teams work and how our customers experience our Support services.
We’re looking for a new member to join our Customer Enablement team with a focus on Support services and product enablement.
In this role, you’ll act as a bridge between strategy and execution, working closely with the Customer Leadership Team and Support leadership to strengthen the performance, scalability, and customer experience within Support.
You’ll drive meaningful, long-term improvements to Support processes, tools, and ways of working, whilst also serving as the go-to person within the Enablement team for product changes and releases, ensuring customer domain colleagues are always informed and well-equipped ahead of any update.
This is a rewarding opportunity for someone who’s passionate about creating tangible impact on how our teams work and how our customers experience our Support services.
Job Description
- Support Enablement
- Identify gaps in Support processes and ways of working, using data and feedback to drive meaningful improvements.
Work closely with Support Leadership to design, implement and embed changes that deliver a consistent, high-quality approach across all branches.
- Improve the accuracy and quality of Support data, dashboards, and reporting, working with stakeholders across domains to ensure the right insights are available to the right people.
- Take ownership of key Support systems and tooling, continuously improving how they are used and proactively exploring how automation and AI can reduce manual work and free up colleagues for higher-value activities.
- Create and maintain enablement resources and key service documentation for Support, including SLAs and service descriptions, ensuring they remain accurate, aligned, and accessible to colleagues.
- Product Communication and Enablement
- Serve as the go-to person within the Enablement team for product changes and releases, keeping customer domain colleagues informed and well-equipped ahead of new features, new capabilities, and end-of-life changes.
- Work closely with stakeholders such as Product & Technology (P&T) to ensure teams are confident when changes are introduced, and maintain product-related enablement resources to keep them accurate and accessible across the customer domain.
- Enablement Team Contribution
- Play an active role within the Customer Enablement team, with a focus on Support, whilst contributing to broader initiatives such as improving the customer journey, process optimization, and application improvement.
Qualifications
We're looking for someone who can drive momentum in a fast-moving environment, someone who takes initiative and works collaboratively across teams.
You’ll likely be a great fit if you have
- 3+ years in or around B2B Saa S customer support, with a track record of implementing solutions that scale efficiently and effectively.
- A proactive mindset and a strong sense of initiative and ownership, you don’t just identify what could be better, you take responsibility for driving it forward and seeing it through to impact, with a genuine passion for continuous improvement.
- Customer-centric by nature, with a curiosity about user needs and a desire to make a meaningful impact to the customer journey.
- Strong project management skills, with experience coordinating with stakeholders across multiple business functions.
- Excellent communication skills, with the ability to translate complex information into relevant, practical guidance for various audiences.
- A natural collaborator, able to thrive working with international and cross-functional teams.
- A structured, process-oriented approach to work - able to bring clarity and order to how processes and documentation are managed and maintained in a changing organisation.
- Comfortable acting in environments where not everything is clearly defined, you create structure where you can, and favour progress over perfection.
- Fluent English speaker
- Commitment to Diversity
TOPdesk is committed to creating a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds and experiences.
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Customer Enablement Manager in Manchester employer: TOPdesk
TOPdesk is an exceptional employer that fosters a dynamic and innovative work culture, particularly for the Senior Platform Product Marketing Manager role in Manchester. With a competitive salary starting at £105k, generous benefits including a learning budget, flexible working arrangements, and a strong focus on employee well-being, we empower our team to thrive both personally and professionally. Join us to shape the future of enterprise service management while enjoying a supportive environment that values your contributions and encourages growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Enablement Manager in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TOPdesk. 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 TOPdesk 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 Customer Enablement Manager in Manchester
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 TOPdesk:Your cover letter is your chance to shine! Tell us why you want to work at TOPdesk 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 TOPdesk!
How to prepare for a job interview at TOPdesk
✨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.
