Customer Support Manager - Tier1 (3870)
Customer Support Manager - Tier1 (3870)
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Job Description
About GBG
Enabling safe and rewarding digital lives for genuine people everywhere
We 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 role
Customer Support
The Customer Support Team is responsible for helping GBGs customers use our products. The Team takes pride in supporting GBGs Vision through the provision of excellent customer service.
Customer Support Manager Tier1
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 do
- Support delivery of the global customer support strategy
- Recruit mentor and manage team members.
- Monitor measure and manage the teams 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 were looking for
- Experience leading a customer facing team within a technology/software company
- Experience using proprietary software applications
- Evidence of technical capability an IT/computing qualification or experience during employment would be an advantage
- Able to support and nurture team members remotely as well as locally
- Demonstrated customer first approach
- Project management skills and proven track record of delivery
- Ability to report and analyse performance data to design and deliver improvements to service
- Confidence in working collaboratively with senior managers and operational teams
- Attention to detail and willingness to be hands on where necessary
Additionally 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 advice
To find out more
As 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 were a great place to work drop an email to and well be in touch. You can also find out more about careers at GBG and check out our current opportunities at your potential and be part of our mission to power safe and rewarding digital lives.
Required Experience:
Manager
Employment Type
Full-Time
