Customer Service Delivery Manager
1 day ago
The Product Support Lead is responsible for overseeing the service delivery of our Helpdesk application support teams, focusing on CRM platform Mercury Nexus.
This includes leadership of structural, operational, and developmental aspects—defining triage and escalation processes, driving problem-solving, and fostering a high-performing team.
Key Responsibilities:- Recruit, retain, and lead a high-performing team aligned with company strategy and values.
- Manage operational activities by developing and implementing processes for effectiveness, SLAs, triage, and escalation.
- Understand broker experience and focus on continuous improvement of services.
- Oversee the Help Centre to ensure it's current, comprehensive, and fit for purpose.
- Act as a conduit for information between Helpdesk and internal teams.
- Analyze reports, data, and trends to inform improvements.
- Provide insights through analysis and testing with stakeholders.
- Collaborate on solutions, including bug fixes and new initiatives.
Skills and Qualifications:
- Experience in CRM/support troubleshooting.
- Knowledge of service desk ticketing systems (Intercom experience advantageous).
- Strong ITIL knowledge and commitment to exceeding customer service levels.
- Excellent communication skills.
- Experience or willingness to adopt AI and new technologies.
- Analytical problem-solving skills.
- Strong organizational and prioritization skills.
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