Department: Customer Operations Location: UK - Hybrid Description Your new company A tech scale up with Big Plans When you join Exclaimer you will join a global award winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an exciting work culture. Not Heard of us ? We provide world-class email signature solutions that let organizations of any size achieve brand consistency, legal compliance, and customer engagement on any device. Designed for Microsoft 365, Google Workplace, and Microsoft Exchange, our solutions are used by over 50,000 customers in 150 countries. Some of these customers include renowned companies such as Sony, Mattel, Bank of America, NBC, the Government of Canada, the BBC, and the Academy Awards. We have over 275 employees worldwide. The Customer Service Director will oversee and manage the Exclaimer Desk functions including tasks associated to account and subscription management and service resolutions. This role requires a dynamic leader capable of inspiring, motivating, training, and challenging the team to achieve high performance levels. The Exclaimer Desk Director will ensure the overall effectiveness of the department, maintaining a high level of quality and attention to detail in both team and individual work. Key Responsibilities Leadership and Management: Lead and manage the day-to-day operations of the Exclaimer Desk functions. Inspire, motivate, and train the team to achieve departmental and organizational goals. Manage the performance of the team through regular one-on-one meetings and team meetings. Act as the first point of escalation for complex challenges or customer complaints. Quality Assurance Maintain a high level of quality and attention to detail in all team outputs. Ensure accurate and timely information is maintained in Salesforce and Zendesk. Drive a customer centric behaviour throughout the team focusing on CSAT and CES. Collaboration Collaborate with Customer Success to investigate cancellation requests and avoid churn. Escalate pain points to Sales and Customer Success teams. Work with Finance to oversee invoice queries and manage root cause issues. Continuously seek ways to improve processes and automate where possible to enhance efficiency. Collaborate with the Product teams to ensure we are consistently working toward a self-service model and operation. Skills Knowledge And Expertise At least 5 years' experience in an operational leadership role in a B2B SaaS environment. Extensive experience leading a service desk, call centre or first line support team critical. Attention to detail with numerical accuracy and ability to perform high-level data analysis. Strong communication skills, written and verbal with ability to prepare and present department plans. Ability to manage competing priorities and deliver to deadlines. Experience with Salesforce CRM and Zendesk is very advantageous. Benefits We offer you a challenging job in a growing and truly global international SaaS company with a competitive compensation structure. Ah, and you will be part of a fun and hardworking team: Remote / Hybrid working Healthcare Life insurance 6 weeks - work anywhere option per year Employee Assistance program Contributory retirement savings plan Opportunities for training & development Great team and culture Discounts portal Income protection Insurance Online GP services Exclaimer is an equal opportunity employer and people seeking employment with us are considered without regards to race, colour, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law.