Job Introduction
Location: Sheffield / Hybrid
Annual Salary: £50,000-£60,000
Contract: Permanent
Hours: 37.5 hours
Line Manager: Andy Glover, Head of Customer Experience
Recruiter: Rikki Spencer Cox
About Twinkl
We're here to help those who teach. It's what brings us to work every day. At Twinkl, we’ve been providing educators across the world with high quality, trusted teaching and learning resources for over a decade now. They’re all written and checked by our wonderful team of experienced educators, and there are hundreds of thousands of resources to download, with new ones added daily.
Position Overview:
We’re seeking an experienced Global Customer Services Manager to oversee our global, 24/7, multi-language customer support operations. This role involves strategic leadership across quality assurance, knowledge management, operations, data analysis, commercial performance, and technology. The ideal candidate will develop top-level strategies to support our rapidly growing customer base and ensure the support team is structured for success.
Your team is TwinklCares, our 24/7 customer service team that looks after our B2C customers globally. This is an exciting time to join, as we look to move from best in class to World Class.
Key Responsibilities:
* An ambassador for our customers in all you do.
* Leadership and strategy
* Develop and implement a comprehensive customer support growth strategy.
* Provide strategic direction, leadership to a global support team, ensuring alignment with Twinkl’s goals.
* Oversee all customer support functions, maintaining a focus on customer satisfaction and retention.
* Create and monitor customer support metrics aligned with business objectives.
* Team Management & Development
* Design and maintain an effective team structure, ensuring the team is well-organised and equipped for success.
* Hire, onboard, and train new staff, providing ongoing coaching and leadership.
* Foster a positive team culture focused on high performance and continuous improvement.
* Conduct regular evaluations of overall department performance.
* Operations and Quality Assurance
* Manage day-to-day operations of a 24/7, multi-language support team.
* Develop and implement customer service policies and procedures to enhance service quality.
* Oversee the QA programme to maintain high standards in customer interactions.
* Handle complaints and escalated customer issues effectively and promptly.
* Knowledge Management
* Optimise the knowledge base to ensure accurate and accessible information.
* Develop strategies for effective knowledge sharing within the team.
* Data Analysis and reporting
* Utilise data analytics to generate detailed reports and actionable insights.
* Monitor and introduce key performance indicators to guide strategic decisions.
* Create comprehensive reports on support operations and performance metrics.
* Commercial Performance & Technology
* Align support strategies with commercial objectives to enhance financial performance.
* Manage budgets and allocate resources efficiently.
* Assess and implement tools and technologies to improve support efficiency, ensure 100% localisation and personalisation of the service experience.
* Stay updated with industry trends and technological advancements.
Qualifications:
* 5+ years of experience in a leadership role within customer service or support, preferably in a global or multi-region capacity.
* Proven experience in managing global teams, processes, and KPIs.
* Experience working with CRM systems (e.g., Salesforce, Zendesk, HubSpot etc) and other customer support tools.
* Demonstrated ability to lead, inspire and empower cross-cultural, global teams while fostering collaboration and high performance.
* Passionate about delivering excellent customer service and continuously improving the customer experience.
* In-depth knowledge of QA processes, knowledge management, and customer support operations.
* Strong analytical skills with the ability to interpret data and metrics to make informed business decisions.
* Ability to manage a global team with diverse cultures, languages, and time zones, and to adapt quickly to the needs of different markets.
* Strong project management skills to drive initiatives from concept to completion, across regions.
* Excellent verbal and written communication skills, with the ability to present to executive leadership and collaborate across departments.
* Ability to adapt to the evolving needs of a fast-growing company.
In return for everything you can bring, we can offer you an exciting role in a fast-growing and dynamic business, with plenty of career opportunities.
#J-18808-Ljbffr