Support Manager
New
T
ThinkSmartSaaS sports software
Remote (UK based), Across two time zones; manage rotas to cover UK and Australian hours; flexibility to work early or late for Australian hours.Full-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- SaaS
Requirements
- Have proven experience managing a support or service desk team.
- Have a strong grasp of incident management.
- Have a strong grasp of request management.
- Have a strong grasp of problem management.
- Have experience reporting on trends and service performance.
- Be flexible to work early or late to cover Australian hours.
- SaaS experience is a bonus.
- Multi-time-zone experience is a bonus.
Responsibilities
- Coach and develop a team of six across two time zones.
- Own service quality and customer experience.
- Act as the go-to for escalations.
- Manage rotas to cover UK and Australian hours.
- Use service desk data to identify insights that reduce repeat contact.
- Improve processes, tools and the knowledge base.
- Lead the UK and Australia support team and shape support delivery as the business scales.
- Deputise for the Head of Support.
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