Nurtur

Head of Customer Support

Derby,

United Kingdom

nurtur.tech is a diverse group of SAS software brands focused on generating revenue, demonstrating ROI, utilising data to programmatically determine decisions, an industry leader in Insights and a champion of best practice and innovationwithin the sector.  This enables our customers to automate manual processes and focus on their customers, which in turn increases their revenue and profitability. 

Our Vision is to nurture, capitalise, and deliver return on investment for all users of our world class, data-driven ecosystem.

The Head of Customer Support is responsible for leading and managing all aspects of the customer support functions within our group, enabling our customers to achieve the above vision. This role involves developing and implementing strategies to deliver exceptional customer service, managing a team of support professionals internationally, and continuously improving support processes to enhance the overall customer experience. The Head of Customer Support serves as a key advocate for customers, ensuring their needs are met and issues are resolved promptly and effectively.

Responsibilities and Duties:

  • Develop and implement customer support strategies and initiatives to ensure the delivery of high-quality support services that meet or exceed customer expectations.
  • Lead a proactive approach to customer issues, trying to identify upcoming problems and as such resolutions, before they occur.
  • Lead and manage the respective product support managers, including training, coaching, and performance management.
  • Oversee the implementation throughout the teams of service level agreements (SLAs), response times, and other key performance indicators (KPIs) to measure and monitor each team’s performance.
  • Establish and maintain customer support processes and workflows, including ticket management, escalation procedures, and knowledge management systems, to ensure efficient and effective resolution of customer issues. This will require a holistic approach throughout our products and teams to ensure the best experience for our customers.
  • Monitor customer feedback, satisfaction scores, and support metrics to identify trends, areas for improvement, and opportunities to enhance the overall customer experience.
  • Collaborate with cross-functional teams, including Sales, Customer Success/Key Accounts, Customer Delivery and Development to address customer issues, prioritise feature requests, and drive product improvements.
  • Act as a point of escalation for complex or sensitive customer issues, providing timely and effective resolution and ensuring customer satisfaction.
  • Develop and maintain strong relationships with key customers, partners, and stakeholders, serving as a trusted advisor and advocate for their needs and interests.
  • Stay informed about industry best practices, emerging trends, and technological advancements in customer support.
  • Provide regular updates and reports to senior management on the performance of the customer support function, including key metrics, achievements, and improvement initiatives.

Qualifications:

  • Proven experience in a leadership role overseeing customer support or service functions, preferably in a customer-centric industry such as technology or SaaS.
  • Strong understanding of customer support best practices, processes, and technologies, with experience in implementing and optimizing support operations.
  • Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams, build relationships, and collaborate effectively with cross-functional stakeholders.
  • Demonstrated ability to analyse data, identify trends and insights, and make data-driven decisions to improve performance and drive results.
  • Experience working with customer relationship management (CRM) systems, ticketing systems, and other relevant tools and technologies.
  • Proven track record of driving customer satisfaction, retention, and loyalty through the delivery of exceptional customer support services.
  • Ability to thrive in a fast-paced and dynamic environment, with a customer-focused mindset and a passion for delivering outstanding customer experiences.

This will be based out of our nurtur office commercial building in Little Eaton which is a beautiful village on the outskirts of Derby. It’s a great location with free on-site parking and plenty of local amenities.

Working hours are 9 am – 5.30 pm Monday to Friday so you’ll have the weekends to relax and recharge.

Hybrid working will be available after probation period is passed.

The successful applicant will receive and have access too:

  • 25 days holiday plus the 8 bank holidays
  • Perk box
  • Health Shield cash plan to recoup the cost of services such as dentistry, opticians etc. 
  • Death in Service Cover 
  • Company Sick Pay 
  • Bike to Work scheme. 

Please note, unfortunately this role does not provide visa sponsorship opportunities.