Job Overview

We have an exciting opportunity for someone to join a fast-paced department within a rapidly growing, global company requiring a candidate with strong leadership skills and experience in driving transformational change based in our Greenville, SC office.

You will be reporting directly to the global CSO and working alongside our US based senior Business Operations Manager and the VP of Sales. The successful candidate will be responsible for the recruitment, onboarding, training, coaching and performance management of a world class, technical, customer support team, designing and implementing world class processes and their associated measurements, responsible for financial forecasting, budget management and creating a best in class customer service experience.

Job role

• As a key element of the global support structure, provide leadership and direction on both local and global initiatives to ensure alignment and to develop the support function to manage current and future requirements as the business evolves.
• To undertake full management duties for the Customer Support Team, including recruitment, performance management, learning and development.
• Stay up to date on all new product releases ensuring training and Knowledge Base entries are in place
• Working closely with key stakeholders across the business to drive quality of the support department
• Regularly review SLA’s, processes and procedures across all departments
• To handle, resolve and escalate where necessary customer issues and concerns
• Monitor customer feedback and responded to in a timely manner to complaints ensuring that the reason for the feedback is investigated and that the customer is called back as soon as possible
• Manage the company Returns department making sure returns are processed within the Service Level Agreement
• Co-ordinate the activities of the Field based Application Engineers to ensure resources are being deployed in the most effective ways.

Requirements 

• 3-5 years Management experience leading a team of customer service representatives ideally within the technology sector
• Proven demonstratable experience providing technical support or strong technical understanding such as hardware, software etc.
• Able to handle multiple tasks and varying challenges without losing focus on the key objectives
• A passion for providing the highest quality service
• Excellent verbal and written communications skills with the ability to influence others and work collaboratively with the Senior Management team.

How to Apply

To play an important part with the market leader in the access control industry, click apply now.