👋 We’re Hiring a Customer Support Manager

📍 Location: Remote (UK Timezone or within +3 hours)

💸 Salary: Competitive (DOE)

At Alliants, we're on a mission to transform every customer engagement into something exceptional. We believe in working smart together to push the boundaries of company culture and create future-proof customer experiences.

Are you passionate about creating meaningful customer experiences and helping organisations deliver on their brand promises?

Join us as a Customer Support Manager in our growing Support team! 🚀

The role:

We are seeking a dynamic and experienced Customer Support Manager to lead our Support team. The ideal candidate will be responsible for ensuring high levels of customer satisfaction by providing exceptional support for our products and services.

This role requires a proactive leader who can manage a team, solve complex issues, maintain strong client relationships, and promote user education.

Some key areas you’ll be working on:

• Manage and mentor a team of support agents, including an offshore 1st line support desk, providing guidance and training to ensure high performance
• Oversee daily support operations using Intercom and Freshdesk, including handling escalations, resolving complex issues, and ensuring timely responses to customer inquiries
• Develop and implement processes to enhance the efficiency and effectiveness of the support team
• Gather and analyse customer feedback to identify areas for improvement and work with other departments to implement solutions
• Monitor key performance indicators (KPIs) to ensure the team meets or exceeds targets for response time, resolution time, customer satisfaction, and other relevant metrics
  
• Maintain and update the support knowledge base, ensuring that support agents and customers have access to the most current information. Leverage AI and drive automation to help achieve this
• Work closely with Product, Sales, and Marketing teams to ensure customer needs are met and to provide input on product improvements and new features. Also, our Information Security and Internal Support team to help support their operations (e.g. for security & internal support, outside of core UK hours)
• Prepare regular reports on support team performance and customer feedback for senior management
• Spearhead rapid incident response strategies to mitigate operational threats and minimise impact for our external customers. Act as the primary contact for escalation in product and service incidents, ensuring timely and effective resolution.

Important to have:

• Expertise in managing high-volume service desks within a rapidly evolving tech landscape
  
• Knowledge of public cloud environments, particularly AWS, with an awareness of security best practices
  
• Deep familiarity with service desk software tools and incident tracking systems, such as Freshdesk, Intercom or similar platforms
• Experience in designing and implementing disaster recovery plans and business continuity strategies within the service desk function
• Experience in running continuous improvement projects, using tools such as Jira and frameworks such as Agile SCRUM
• Bachelor's degree in Business, IT, Hospitality Management, or a related field.

Nice to have:

• ITIL Foundation certification (or higher)
  
• AWS certifications (e.g., Cloud Practitioner, Solutions Architect)
  
• Experience managing a support team of at least 10 people
• Experience in managing remote and globally dispersed teams, preferably within a partnership or vendor management context
• Background in providing 24/7 customer support
  
  

Who are Alliants and what do we do?

Alliants, established in 2009, is dedicated to producing customer engagement technologies and services that pave the way for a more human, sustainable, and promising future for hospitality.

At Alliants, we are all in for our people and our industry.

What’s in it for you?

We know we all work better in an autonomous, collaborative, diverse and equitable space. To support you in becoming the best version of yourself, we offer you:

💷 A competitive salary

🎁 Up to 10% annual bonus

⚖️ Remote & flexible working

🏖️ 25 days holiday + public holidays

✈️ Digital Nomad: travel abroad while working for 30 days a year

📈 Generous level of stock options

🏥 Private healthcare

👪 Life Insurance

🥡 Monthly takeaway allowance

🧓🏽 Pension with matched employer contribution

🛍️ Customised onboarding kit

🎒 £1,500 training and development budget each year

🌳 To celebrate you joining the team we will plant a Great Oak tree

Alliants celebrate diversity and are committed to creating an inclusive environment for all employees.