Customer Support Team Leader

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Customer Support Team Leader at Navitas

Here at Navitas, we’re on a mission to raise safety standards across the food service and hospitality industry using technology and expertise.

Our roots are founded in the pedigree of a 30+ year old consultancy that now being supercharged with cutting-edge and disruptive software and hardware technology.

We’re addressing a huge domestic market, with ambitious plans to expand internationally, backed by PE investors and a management team with experience across the industry and multiple start-up exits.

The Role

We’re looking for someone to lead our small Support team. Our customers lean on us for both technical advice with our suite of hardware and software solutions, as well as relying on us to advise them on industry best practice in order to help raise their safety standards and gain efficiencies within their businesses.

There’s a wide range of clients, from award winning fish and chip shops, to Michelin Star restaurants, to global coffee and burger chains.

You will be expected to coordinate and delegate the day to day responsibilities of the support team ensuring the highest level of service for our customers; to take full ownership of the performance of your team by providing training, monitoring customer interactions and attending regular 1:1’s to provide constructive feedback; and to be responsible for our support system ‘Zendesk’ and the data within, providing regular performance reports to the Head of Operations.

Your Key Responsibilities:

  • Monitoring, mentoring and coaching the support team.
  • Frontline support, dealing with customer emails and calls, offering software and hardware support.
  • Act as a final escalation point for escalated queries, take ownership and provide solutions.
  • Manage team performance in line with KPI’s.
  • Delegate tasks to subordinates.
  • Share identified best practice with colleagues.
  • Continuously monitor the Digital Food Safety, Compliance and Academy platforms.
  • Schedule regular calls with clients to ensure they are satisfied after installation.
  • Accountable for data integrity in the support ticketing system (Zendesk).
  • Constantly review ways of working to improve service delivery.
  • Daily System reporting to track KPI’s.

You must have:

  • Experience in leading a team.
  • General IT knowledge, sufficient to identify the difference between system & application issues.
  • Knowledge of Microsoft Office packages
  • Strong verbal and written communication skills.
  • Ability to motivate others, strong leadership skills.
  • Ability to make decisions and convince others to follow your chosen route.
  • Ability to understand technical problems and explain them using non-technical language.
  • Customer service skills and experience particularly complaint resolution.
  • Excellent telephone manner.
  • Ability to work under pressure and in a busy environment.
  • Strong organisational skills with the ability to prioritise own workload and others.
  • You must also be fluent in English.

Desirable factors:

  • Industry knowledge would be an advantage.
  • Zendesk experience.
  • Objection handling experience.

The position is fully remote (we’ve decided to permanently leave the commute and office lifestyle behind post Covid) and we anticipate monthly meet ups in various locations to strengthen our relationships once it’s appropriate to do so.

Navitas Safety is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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