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Customer Support Team Leader

SafeTag Tracking

Customer Support Team Leader

£42000

SafeTag Tracking, Orpington, Greater London

  • Full time
  • Permanent
  • Remote working

Posted 2 weeks ago, 13 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: bd8e40dfe26e483bb9422f0fdfd60fa2

Full Job Description

  • We are looking to develop our customer support team, and are looking for a hands-on, customer-centric, and ambitious individual to head up the team.

  • You and your team will be the face of SafeTag, supporting customers through onboarding, and helping them to keep the things they need to be protected, secure.

  • You will own our support processes including email support, customer outreach, processing returns, and other day-to-day operation activities.

  • We offer a brand-new, spacious and welcoming working environment where you will be valued and given responsibility as a key decision maker, and in a small, agile company where support is treated as our most important asset.


    • Responsibilities
  • Manage our internal support team, including appraisals & interviewing

  • Respond to written customer inquiries & drive issues to a resolution with our app/website or tracking hardware.

  • Keep you and your team in compliance with company SLAs and other KPIs

  • Follow up on responses to customer reviews and feedback

  • Management of customer help centre

  • Management of hardware fault investigations

  • Ad Hoc production related activities

  • Periodically assess support resources and propose adjustments as required.

    Customer-centric attitude, with the dedication & problem solving skills to reach efficient solutions that customers are happy with.

  • Interested in tech innovation such as IoT Hardware & SaaS

  • Excellent communication and collaboration skills

  • Motivation to participate in key decisions related to resourcing and strategy within the support team

  • Proactive, can-do approach to problem solving

  • A start up / entrepreneurial mind-set being able to adjust to change, get stuck into different activities, and keep up with a fast moving business

  • Process orientated with a desire to create workflows to simplify, speed up and improve visibility across all areas of the business., Customer facing experience working in a company with a technical product, for 3+ years, preferably B2C

  • Experience in a management role for 1-2 years

  • Strong written & verbal English communication and interpersonal skills

  • Strong organisational and leadership skills

  • Exceptional technical skills, experience with supporting hardware is a bonus.

  • Analytical mindset with exceptional problem-solving abilities.

  • Experience with CRM Systems: Zendesk, Freshdesk, Zoho etc

  • Experience troubleshooting or providing support for hardware products


    • Bonus skills
  • Familiarity with order management systems.

  • Experiencing troubleshooting apps & websites (using browser development tools)

  • French/German/Italian/Spanish bilingual., Customer service: 2 years (required)

  • Management: 2 years (required)

    SafeTag Tracking is a growing start-up in the GPS Tracking industry, launched in early 2022 to provide a more user-friendly, accessible & customer focused GPS Tracking solution for consumers and small businesses.

  • We are a family led business and strongly believe in investing in our employees.

  • We sell a portfolio of 10+ products across Amazon & eBay, and serve over 10000 customers across the UK, Europe & the USA.

    Pulled from the full job description

  • Casual dress

  • Company pension

  • Employee discount

  • Flexible schedule

  • Free parking

  • On-site parking

  • Private medical insurance, Competitive salary

  • Annual performance bonus

  • Private Healthcare Plan

  • Flexible working hours

  • Remote working opportunities

  • On-site parking

  • PTO: 24 + 8

  • In-office ping pong & darts league!

  • One of a kind experience in an early stage and rapidly growing startup.

  • Healthy company in a rapid growth stage with great scope for career development.

  • Range of hands on experience working with IoT hardware and SaaS products


    • Schedule
  • Mon - Thu: 9AM- 5:30PM

  • Fri: 9AM - 5:00PM

  • Mon - Thu In Office, Friday WFH

  • PTO: 24 Days + Bank Holidays

  • During probation, you will be in office full time for training


    • This position offers the opportunity to take a key role in delivering exceptional customer service in an industry-disrupting small business. If you have a passion for leadership and customer satisfaction, we would love to hear from you.

    Job Type: Full-time

    Pay: £32,000.00-£42,000.00 per year

    Benefits:
  • Casual dress

  • Company pension

  • Employee discount

  • Free parking

  • On-site parking

  • Private medical insurance

  • Transport links

  • Work from home


    • Schedule:
  • Monday to Friday


    • Supplemental pay types:
  • Yearly bonus