Customer Onboarding and Software Support Manager
Do you have a passion for building and leading high-performing customer support and onboarding teams? Are you a hands-on problem-solver who thrives in a fast-paced environment? If so, Comgem wants you to lead our customer success efforts!
We're a dynamic team revolutionising the B2B ecommerce space with our cutting-edge platform. We empower businesses to streamline operations, boost sales, and thrive. We're not just building software; we're providing the tools and support our customers need to succeed.
About Comgem
At Comgem, we're driven to redefine B2B ecommerce. Our mission is to deliver a comprehensive platform that enables businesses to personalise customer experiences and manage their operations, sales, and marketing efficiently. We're experiencing rapid growth and are looking for a passionate leader to guide our customer support and onboarding team.
About the Role
This is a pivotal role where you’ll work directly with the company founders as part of our management team and directly impact our growth and shape our customer experience. As Head of Customer Support and Onboarding, you will:
* Lead and Inspire: Build and mentor our customer support and onboarding team, fostering a culture of excellence and customer advocacy.
* Optimise Onboarding and Support: Design and refine our onboarding processes and support workflows to ensure seamless customer experiences and rapid time-to-value.
* Drive Customer Retention and Growth: Proactively identify and address customer needs to maximise customer satisfaction, retention, and lifetime value.
* Collaborate and Innovate: Work closely with the co-founders and cross-functional teams to identify areas for improvement and implement innovative solutions to enhance the customer journey.
* Be a Hands-On Problem Solver: Roll up your sleeves and get involved in day-to-day operations, troubleshooting customer issues and identifying areas for improvement.
About You
* Experienced in Software Support and Onboarding: You have a proven track record of customer support and onboarding teams for software solutions.
* Customer-Centric: You're deeply committed to delivering exceptional customer experiences and building strong customer relationships.
* Proactive Problem Solver: You're adept at identifying and resolving customer issues and optimising processes.
* Strong Leader and Mentor: You can inspire and develop a team to achieve their full potential.
* Excellent Project Manager: You have experience managing multiple projects running simultaneously and ensuring timely and effective implementation.
* Process-Oriented: You have a keen eye for detail and a passion for improving processes.
* Familiar with Support and Development Tools: Experience with help desk software and basic understanding of development tools is highly advantageous.
Application Process
To apply, please send your CV and a compelling covering letter to jobs@comgem.com. In your covering letter, explain why you are passionate about this role and how your experience aligns with Comgem's values and our focus on customer success.
Interview Process
We believe finding the right fit is a two-way street. We'll be getting to know you, and you'll have the chance to get to know us and the team. We value long-term relationships and want you to feel confident that Comgem is the right place for you to grow and thrive.
Here's what you can expect:
* Stage 1: Getting to Know You: You'll have an initial interview with our co-founders, where we'll discuss your skills, experience, and what you're looking for in your next role. You'll also have the opportunity to meet other members of the Comgem team, see our workspace, and get a feel for our company culture. We encourage you to ask questions and get a sense of who we are!
* Stage 2: Showcasing Your Skills: Successful candidates will be invited to a second interview, which may include a task to assess your problem-solving and leadership abilities. This is also another chance to ask any questions you might have about the role, the team, or Comgem.
Working Hours
Our typical working hours are 9:00 AM to 5:30 PM, Monday to Friday. However, we understand that flexibility is important, and we're happy to discuss adjustments to start and finish times to accommodate individual needs.
Join us and help build the future of B2B ecommerce!
Please note: At this time, we are not partnering with recruitment agencies. Direct applications only.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Project Management and Information Technology
Industries
Technology, Information and Internet
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