Customer Support Process & Continuous Improvement Manager

📋 Description

• Challenge and, where warranted, completely redesign existing processes and ways of working
• Own and evolve the framework for reviewing, prioritising and implementing Customer Support
• Build and maintain a long-term process strategy and roadmap for Support
• Own the long-term Continuous Improvement strategy for Support
• Bring clear proposals and recommendations to leadership
• Partner with teams outside of Customer Support to design processes that work end to end

🎯 Requirements

• Experience: 4+ years in Customer Support or a customer-facing role, including 2+ years in process
• Strong technical capability: Hands-on in a complex SaaS tech stack, including CRM systems such as
• AI and automation: Proven track record of using AI and automation to drive improvements, ideally in
• Improvement frameworks: Strong knowledge of process and continuous improvement methodologies (Six
• Data and strategy: Ability to analyse data, turn it into clear insights, and build a long-term
• Ownership: Self-starter who delivers complex programs with minimal guidance

🎁 Benefits

• benefits
• programs
• hybrid working policy
• incentive compensation
• equity
• benefits