Support Manager / Client Support Manager/ Service Support Manager – London – £65k + benefits

Picture More Ltd has been mandated on behalf of one of the world’s largest independent legal software companies to identify a Support Manager.

The role: This person will manage a team of Support Consultants who are responsible for responding and resolving customer cases/issues involving their software.

Some of the key tasks but not limited to;
• Manage team performance against established benchmarks and metrics;
• Monitor phone and support portal queues, ensuring calls are not abandoned and all cases are responded to within established SLAs;
• Provide coaching or implement training plans to improve performance and enable the team to achieve all established goals & MBOs;
• Participate in the escalation process including working with clients and other departments to resolve client cases;
• Conduct regularly scheduled team and one-on-one meetings with your direct reports
• Collaborate with other departments to ensure voice of the customer is represented;
• Develop and implement tactical plans for achieving strategic initiatives;
• Perform monthly case quality audits of direct reports;

Essential requirements:
• Strong time management and organisational skills
• Proven ability to lead a team to achieve operational goals
• Excellent problem solving, leadership and coaching skills
• Bachelor degree
• Customer support experience
• Supervisory or management experience
• Software Vendor support experience desirable
• Legal/law support position desirable

Contact kevin.karam@picturemore.co.uk