Support Services Excellence Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomer Full time
Job Description

The Support Services Manager plays a crucial role in ensuring the highest level of customer satisfaction by establishing, monitoring and improving the standards of customer service, responsiveness, autonomy, and proactivity of the Support Services team.

This role is expected to be an advocate for customer needs within Noggin, representing customers and users in our support processes, product development, and customer success management functions. This role holds an essential accountability for driving maturity of ITIL Service Management process and practices.

Key Responsibilities:
  • Manage all aspects of the delivery of support services to Noggin customers including staffing, processes, systems, and standards.
  • Supervise and manage Support team, ensuring adequate resources are in place, future resource needs are predicted and planned, effective induction and training programs are in place as needed, and that there is a strong culture of customer service excellence and responsiveness to customer needs.
  • Ensure that the 'queue' is managed proactively, and that the support services team is highly responsive to customer needs and production issues.
  • Ensure strong linkages between Support and other departments so that common problems or learnings arising from support operations are communicated to improve the platform and training courses and materials and lessen the overall support demand.
RequirementsEducation And Qualifications

Bachelor's degree in business / commerce / information technology / computer science, or equivalent qualifications or experience

Experience And Skills
  • A minimum of 3-5 years' experience in software application support
  • Experience with ITIL-based service management systems
  • Experience supervising staff or leading a team of customer service or support professionals
  • Technical proficiency in relevant systems (Microsoft 365, Azure, Networking, cloud technologies)

We're looking for a highly motivated and experienced professional who can drive customer satisfaction and quality in our Support Services team. If you have a passion for delivering exceptional customer experiences and a proven track record in managing high-performing teams, we'd love to hear from you

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