62 Customer Support Managers jobs in Crewe
Customer Support Lead
ST1 1AB Staffordshire, West Midlands
£28000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is looking for an enthusiastic and dedicated Customer Support Lead to manage their customer service operations in **Stoke-on-Trent, Staffordshire, UK**. This hybrid role offers a blend of office-based collaboration and remote flexibility, allowing you to contribute effectively while maintaining a work-life balance. You will be instrumental in ensuring exceptional customer experiences by leading a team of support agents, resolving complex queries, and identifying areas for service improvement.
Key Responsibilities:
Qualifications:
This is an excellent opportunity for a motivated individual to advance their career in customer service leadership within a supportive environment. Join us in **Stoke-on-Trent, Staffordshire, UK** and make a real difference to our customers.
Key Responsibilities:
- Lead, train, and mentor a team of customer service representatives to achieve high performance standards.
- Oversee daily customer support operations, ensuring prompt and accurate resolution of inquiries via phone, email, and chat.
- Handle escalated customer complaints and complex issues with professionalism and efficiency.
- Develop and implement customer service policies and procedures to enhance customer satisfaction and loyalty.
- Monitor customer service metrics and key performance indicators (KPIs), reporting on team performance and identifying trends.
- Collaborate with other departments to gather customer feedback and drive product/service improvements.
- Maintain an up-to-date knowledge base of company products, services, and support procedures.
- Contribute to the development of training materials for new and existing team members.
- Uphold the company's commitment to delivering outstanding customer service.
- Participate in team meetings and provide insights into customer service challenges and opportunities.
Qualifications:
- Previous experience in a customer service or helpdesk role, with at least 1-2 years in a supervisory or leadership capacity.
- Excellent communication, active listening, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to motivate and guide a team effectively.
- Experience in managing customer escalations and de-escalating tense situations.
- Familiarity with different communication channels (phone, email, live chat).
- A positive attitude and a passion for helping customers.
- Ability to work effectively in a hybrid work model, balancing remote and in-office responsibilities.
This is an excellent opportunity for a motivated individual to advance their career in customer service leadership within a supportive environment. Join us in **Stoke-on-Trent, Staffordshire, UK** and make a real difference to our customers.
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0
Customer Support Specialist
ST1 2AA Staffordshire, West Midlands
£25000 Annually
WhatJobs
Posted 22 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology firm, is seeking a skilled and empathetic Customer Support Specialist to join their team in Stoke-on-Trent, Staffordshire, UK . This hybrid role offers a balance between remote flexibility and on-site collaboration. You will be the primary point of contact for customers, providing exceptional support through various channels, including phone, email, and chat. Responsibilities include troubleshooting technical issues, answering product-related queries, guiding users through features, and ensuring a positive customer experience. The ideal candidate will possess outstanding communication skills, a patient demeanor, and a passion for helping others solve problems. This role is crucial for maintaining high customer satisfaction and retention.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries and resolve issues promptly and efficiently via phone, email, and chat.
- Troubleshoot and diagnose technical problems with the company's products or services.
- Provide clear and concise instructions and guidance to customers.
- Educate customers on product features and best practices.
- Document all customer interactions and resolutions accurately in the CRM system.
- Escalate complex issues to appropriate technical teams when necessary.
- Identify trends in customer issues and provide feedback to product development teams.
- Contribute to the knowledge base by creating and updating support articles.
- Maintain a high level of customer satisfaction and loyalty.
- Collaborate with team members and other departments to ensure a seamless customer journey.
Qualifications:
- Proven experience in a customer service or technical support role.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Patience and a customer-centric attitude.
- Proficiency with CRM software and ticketing systems.
- Ability to multitask and manage time effectively.
- Familiarity with technology products and services.
- Ability to work effectively in a hybrid environment, balancing remote and on-site responsibilities.
- High school diploma or equivalent; associate's or bachelor's degree is a plus.
- Experience in troubleshooting software or hardware issues is highly desirable.
This advertiser has chosen not to accept applicants from your region.
1
Senior Customer Support Specialist
ST1 1AA Staffordshire, West Midlands
£30000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a Senior Customer Support Specialist to join their dedicated support team. This role is based in Stoke-on-Trent, Staffordshire, UK , and is essential for ensuring our clients receive exceptional technical assistance and a positive overall experience with our products. The ideal candidate will have extensive experience in customer support, a strong technical aptitude, and outstanding communication skills. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, providing timely resolutions, and escalating issues when necessary. This position requires a proactive, customer-centric approach, excellent problem-solving abilities, and the capacity to work effectively both independently and as part of a supportive team. A deep understanding of customer service best practices is a must.
Key responsibilities include:
Qualifications required:
Key responsibilities include:
- Providing high-level technical support to customers via phone, email, and chat, addressing inquiries and resolving issues promptly.
- Diagnosing and troubleshooting complex software and system problems, identifying root causes and implementing effective solutions.
- Guiding customers through product features, functionalities, and best practices.
- Documenting customer interactions, issues, and resolutions accurately in the CRM system.
- Escalating unresolved issues to appropriate technical teams or management, ensuring timely follow-up and resolution.
- Contributing to the knowledge base by creating and updating support articles and FAQs.
- Identifying trends in customer inquiries and providing feedback to product development and quality assurance teams.
- Mentoring junior support staff, sharing knowledge, and assisting with complex cases.
- Ensuring a high level of customer satisfaction through professional and efficient service.
- Participating in ongoing training to maintain up-to-date knowledge of products and industry trends.
Qualifications required:
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in a customer support or technical support role, preferably within the software industry.
- Proven ability to troubleshoot and resolve complex technical issues related to software applications.
- Excellent understanding of customer service principles and best practices.
- Exceptional communication, listening, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to work effectively under pressure and manage multiple priorities.
- A proactive and positive attitude with a strong customer focus.
- Experience in mentoring or leading junior team members is a significant advantage.
This advertiser has chosen not to accept applicants from your region.
2
Senior Customer Support Specialist
ST4 2AE Staffordshire, West Midlands
£28000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dedicated Senior Customer Support Specialist to join their dynamic team. This role is pivotal in ensuring our customers receive an exceptional level of service and support. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, and providing timely resolutions. Key responsibilities include managing incoming support tickets across multiple channels (phone, email, live chat), escalating unresolved issues to appropriate departments, and contributing to the development of support documentation and knowledge base articles. You will also play a key role in training and mentoring junior support staff, identifying areas for service improvement, and reporting on customer satisfaction metrics. The ideal candidate will have a proven track record in a similar customer-facing role, excellent communication and problem-solving skills, and a deep understanding of customer support best practices. Proficiency with CRM software and ticketing systems is essential. This is a fantastic opportunity for someone looking to advance their career in customer service within a supportive and growth-oriented environment. The role involves a hybrid working model, offering a blend of in-office collaboration and remote flexibility. You will be expected to work from our **Stoke-on-Trent, Staffordshire, UK** office for a portion of your week, with the remainder of your time working remotely. We are looking for individuals who are passionate about delivering outstanding customer experiences and possess a proactive and resilient attitude. If you thrive in a fast-paced environment and are eager to make a tangible impact, we encourage you to apply.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and issues via phone, email, and chat in a timely and professional manner.
- Diagnose and troubleshoot technical problems and guide users through step-by-step solutions.
- Escalate complex issues to senior management or specialized teams when necessary.
- Maintain accurate records of customer interactions and transactions.
- Develop and update customer support documentation, FAQs, and training materials.
- Train and mentor new customer support representatives.
- Identify trends in customer issues and provide feedback to product and engineering teams.
- Contribute to the continuous improvement of customer service processes and policies.
- Achieve and exceed key performance indicators (KPIs) for customer satisfaction and resolution times.
- Minimum of 3 years of experience in a customer support or helpdesk role.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Proficiency in using CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work effectively both independently and as part of a team.
- Strong organizational skills and attention to detail.
- Experience in a hybrid work environment is beneficial.
- A passion for providing excellent customer service.
This advertiser has chosen not to accept applicants from your region.
3
Lead Customer Support Specialist
ST4 2SA Staffordshire, West Midlands
£35000 Annually
WhatJobs
Posted 11 days ago
Job Viewed
Job Description
Our client is actively seeking a passionate and experienced Lead Customer Support Specialist to join their fully remote team. This role is critical in providing exceptional support to our diverse customer base, resolving technical and service-related issues with efficiency and empathy. You will be a primary point of contact for complex customer queries, mentoring junior support agents, and contributing to the continuous improvement of our support processes and knowledge base. The ideal candidate will possess a deep understanding of customer service principles, excellent communication skills, and a proactive approach to problem-solving.
Key Responsibilities:
Key Responsibilities:
- Provide high-level technical and customer service support via email, phone, and chat channels.
- Handle escalated customer issues, ensuring prompt and satisfactory resolution.
- Mentor, train, and guide junior customer support representatives, fostering a collaborative and supportive team environment.
- Develop and maintain comprehensive support documentation, FAQs, and knowledge base articles.
- Analyze customer feedback and support trends to identify areas for service improvement.
- Collaborate with product and engineering teams to report bugs and suggest feature enhancements based on customer insights.
- Ensure adherence to service level agreements (SLAs) and maintain high customer satisfaction scores.
- Contribute to the development and implementation of new support tools and technologies.
- Participate in defining and refining customer support policies and procedures.
- Act as a subject matter expert for company products and services.
- Proven experience in a customer service or technical support role, with at least 3 years in a lead or senior capacity.
- Excellent verbal and written communication skills, with the ability to explain complex information clearly and concisely.
- Strong problem-solving and troubleshooting abilities.
- Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, HubSpot Service Hub).
- Ability to manage multiple priorities and work effectively under pressure in a remote setting.
- Demonstrated leadership potential or experience in mentoring team members.
- Patience, empathy, and a customer-centric attitude.
- Proficiency in common office software suites.
- A proactive approach to learning about new products and services.
- Previous experience in a fully remote role is advantageous.
This advertiser has chosen not to accept applicants from your region.
4
Remote Customer Support Specialist
ST1 2AA Staffordshire, West Midlands
£24000 Annually
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client is seeking dedicated and compassionate Remote Customer Support Specialists to join their passionate team, which is entirely dedicated to the non-profit sector. In this crucial role, you will be the first point of contact for individuals seeking assistance and information related to the vital work our client does. You will provide empathetic support, answer inquiries efficiently, and guide users through available resources. This fully remote position requires excellent communication skills, a patient demeanor, and a genuine desire to help others. You will be instrumental in ensuring that beneficiaries and supporters have a positive and supportive experience.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a professional and empathetic manner.
- Provide accurate information about services, programs, and initiatives.
- Assist users in navigating resources and accessing support.
- Document all interactions and maintain up-to-date customer records.
- Identify and escalate complex issues to the appropriate departments.
- Contribute to maintaining and updating the knowledge base with frequently asked questions and solutions.
- Handle sensitive information with discretion and confidentiality.
- Work collaboratively with team members to ensure seamless support delivery.
- Gather feedback from users to help improve services.
- Uphold the values and mission of the organization in all interactions.
Qualifications:
- Previous experience in customer service or support roles is highly preferred.
- Excellent verbal and written communication skills.
- Strong listening skills and a patient, empathetic approach.
- Ability to quickly learn and retain information about services and procedures.
- Proficiency with standard office software and communication tools.
- Ability to work independently and manage time effectively in a remote environment.
- A genuine passion for supporting charitable causes and making a difference.
- Strong organizational skills and attention to detail.
- High school diploma or equivalent required; relevant certifications are a plus.
- Experience working within the charity or non-profit sector is advantageous.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Support Specialist
ST1 2DE Staffordshire, West Midlands
£28000 Annually
WhatJobs
Posted 13 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dedicated team in **Stoke-on-Trent, Staffordshire, UK**. This role offers a hybrid working arrangement, combining the benefits of remote work with essential in-office collaboration. You will be the primary point of contact for customers, providing exceptional technical support, troubleshooting complex issues, and ensuring a positive customer experience. The ideal candidate will have a strong technical aptitude, excellent communication skills, and a passion for customer service.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, resolving issues promptly and efficiently.
- Troubleshoot and diagnose complex technical problems with software products, identifying root causes.
- Document customer interactions, resolutions, and technical issues accurately in the CRM system.
- Escalate unresolved issues to higher-tier support or development teams, providing detailed information.
- Develop and maintain a comprehensive knowledge base of product information, FAQs, and troubleshooting guides.
- Assist in training new customer support team members on products and procedures.
- Proactively identify trends in customer issues and provide feedback to product development teams for improvement.
- Contribute to the improvement of support processes and customer service standards.
- Manage customer expectations and ensure timely follow-up on all support requests.
- Provide feedback on product usability and suggest enhancements based on customer interactions.
- Maintain a high level of customer satisfaction through professional and empathetic service.
- Participate in cross-functional team meetings to discuss customer needs and resolutions.
- Proven experience in a customer support or technical support role, preferably with software products.
- Strong understanding of software applications and troubleshooting methodologies.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Proficiency in using CRM software and ticketing systems.
- Ability to manage multiple tasks and prioritize effectively in a dynamic environment.
- Experience working in a hybrid work setting, demonstrating self-discipline and effective remote collaboration.
- Customer-centric mindset with a dedication to providing outstanding service.
- Familiarity with remote support tools and technologies.
- Ability to work independently and as part of a team.
- A relevant IT qualification or certification is advantageous.
This advertiser has chosen not to accept applicants from your region.
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6
Lead Customer Support Specialist
ST4 1AA Staffordshire, West Midlands
£32000 Annually
WhatJobs
Posted 17 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Lead Customer Support Specialist to join their thriving team. This hybrid role, based in **Stoke-on-Trent, Staffordshire**, offers the perfect blend of in-office collaboration and remote flexibility. You will be the primary point of contact for complex customer inquiries, providing advanced troubleshooting and support across multiple channels, including phone, email, and live chat. As a Lead, you will also play a crucial role in mentoring junior support staff, contributing to their development through training, feedback, and case reviews. Your responsibilities will extend to identifying recurring customer issues, analyzing support trends, and providing actionable insights to the product and development teams to drive service improvements. You will be instrumental in refining support processes, creating knowledge base articles, and ensuring our client consistently delivers an exceptional customer experience. The ideal candidate will have a passion for problem-solving, excellent communication skills, and a deep understanding of customer service best practices. You should be adept at handling challenging situations with empathy and professionalism, turning potentially negative experiences into positive outcomes. This role requires a proactive individual who can work effectively both independently and as part of a collaborative team, contributing to a supportive and high-performing support department.
Key Responsibilities:
Key Responsibilities:
- Provide expert-level technical and customer support for a range of products/services.
- Handle escalated customer issues, ensuring timely and satisfactory resolution.
- Mentor and train new and existing customer support representatives.
- Develop and maintain customer support documentation and knowledge base articles.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Collaborate with cross-functional teams (e.g., product, engineering) to resolve complex issues.
- Contribute to the continuous improvement of customer support processes and strategies.
- Uphold high standards of customer service and client satisfaction.
- Participate in regular team meetings and provide input on service enhancements.
- Proven experience in a customer support or technical support role, with at least 3 years in a lead or senior capacity.
- Strong understanding of customer service principles and practices.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Superb communication (written and verbal) and interpersonal skills.
- Ability to effectively manage time and prioritize tasks in a dynamic environment.
- Experience with CRM software and helpdesk ticketing systems.
- Ability to work effectively in a hybrid work model, splitting time between office and remote work.
- A customer-centric mindset with a passion for delivering outstanding service.
This advertiser has chosen not to accept applicants from your region.
7
Customer Support Team Lead
ST1 2AE Staffordshire, West Midlands
£30000 Annually
WhatJobs
Posted 17 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and experienced Customer Support Team Lead to manage and motivate a team of customer service professionals in Stoke-on-Trent, Staffordshire, UK . This role is crucial for ensuring the highest standards of customer satisfaction and efficient resolution of inquiries and issues. As a Team Lead, you will be responsible for guiding your team, handling escalated customer concerns, and implementing strategies to enhance the overall customer experience. You will play a pivotal role in fostering a positive and productive team environment, driving performance, and contributing to the continuous improvement of our customer support operations.
Key Responsibilities:
Qualifications and Skills:
This role is based at our office in Stoke-on-Trent and requires your presence to effectively lead and support the team.
Key Responsibilities:
- Lead, coach, and mentor a team of customer support representatives.
- Monitor team performance, set goals, and conduct regular performance reviews.
- Handle complex and escalated customer inquiries and complaints, providing timely and effective resolutions.
- Develop and implement customer support strategies and procedures to improve efficiency and customer satisfaction.
- Train new team members and provide ongoing training to the existing team.
- Ensure adherence to service level agreements (SLAs) and company policies.
- Analyse customer feedback and support data to identify trends and areas for improvement.
- Collaborate with other departments to resolve customer issues and enhance product/service offerings.
- Prepare and present regular reports on team performance and key metrics to management.
- Maintain a deep understanding of our products/services to provide accurate support.
Qualifications and Skills:
- Proven experience in a customer service role, with at least 2 years in a leadership or supervisory capacity.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong ability to motivate and lead a team.
- Proficiency in customer support software and CRM systems.
- Experience in conflict resolution and de-escalation techniques.
- Ability to analyse data and generate actionable insights.
- High school diploma or equivalent; a degree in a related field is a plus.
- Organisational skills and attention to detail.
- Adaptability and resilience in a fast-paced environment.
This role is based at our office in Stoke-on-Trent and requires your presence to effectively lead and support the team.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Support Specialist
ST1 1AB Staffordshire, West Midlands
£30000 Annually
WhatJobs
Posted 19 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative consumer products, is seeking a dedicated Senior Customer Support Specialist to join their team based in Stoke-on-Trent, Staffordshire, UK . This role offers a flexible hybrid working model, blending in-office collaboration with the convenience of remote work.
As a Senior Customer Support Specialist, you will be the primary point of contact for customers seeking assistance with product inquiries, troubleshooting, and issue resolution. You will handle complex customer cases, providing expert guidance and ensuring a positive customer experience. This role requires exceptional communication skills, a deep understanding of the company's product line, and a proactive approach to problem-solving. You will also play a key role in training and mentoring junior support staff.
Key responsibilities include:
As a Senior Customer Support Specialist, you will be the primary point of contact for customers seeking assistance with product inquiries, troubleshooting, and issue resolution. You will handle complex customer cases, providing expert guidance and ensuring a positive customer experience. This role requires exceptional communication skills, a deep understanding of the company's product line, and a proactive approach to problem-solving. You will also play a key role in training and mentoring junior support staff.
Key responsibilities include:
- Providing high-level customer support via phone, email, and live chat, addressing inquiries and resolving issues efficiently.
- Handling escalated customer complaints and complex technical or product-related problems.
- Troubleshooting product issues, guiding customers through step-by-step solutions.
- Maintaining detailed and accurate customer records in the CRM system.
- Identifying customer needs and recommending appropriate products or services.
- Collaborating with other departments (e.g., sales, technical teams) to resolve customer issues effectively.
- Developing and updating customer support documentation, FAQs, and knowledge base articles.
- Training and mentoring junior customer support representatives, sharing best practices and product knowledge.
- Monitoring customer feedback and identifying areas for service improvement.
- Contributing to team goals and performance metrics.
- Staying informed about product updates, new features, and company policies.
- Proven experience as a Customer Support Specialist or in a similar customer-facing role, with a minimum of 3 years in a senior capacity.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency with CRM software and customer support ticketing systems.
- Deep product knowledge and the ability to explain technical information clearly.
- Patience, empathy, and a customer-centric approach.
- Ability to work effectively in a team and independently.
- Experience in training or mentoring junior staff is highly desirable.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
This advertiser has chosen not to accept applicants from your region.
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