Product Support Lead

Job Title: Product Support Lead
Location: Cardiff Bay, Wales
Department: Product Support Team
Reports To: Chief Product Officer

Currently working to a hybrid working policy which consists of 3 days working remotely and two days in the office.

About Creditsafe

Creditsafe is the most used business data provider in the world, reducing risk and maximizing opportunities for our 110,000 business customers. Our journey began in Oslo, Norway in 1997, where we had a dream of using the then revolutionary internet to deliver instant access company credit reports to small and medium-sized businesses. Creditsafe realised this dream and changed the market for the better for businesses of all sizes.  From there, we opened 15 more offices throughout Europe, the USA and Asia. We provide data on more than 300 million companies and provide customer notifications for billions of changes annually. We are a high growth company offering the freedom and flexibility of a start-up type culture due to the continuous innovation and new product development performed, coupled with the stability of being a profitable and growing company! With such a large customer base and breadth of data and analytics technology you will have real opportunities to help companies survive and thrive in challenging times by reducing business risk and choosing trustworthy customers and suppliers.

Summary:

Based in Cardiff Bay the Product Support team provide a comprehensive range of support services to our customers and colleagues. At Creditsafe we place the customer at the centre of all we do, and customer support is key to customer success. To lead the customer support team, you need to understand our business and products, so this position requires a hands-on leader who is passionate about our products and services.

Main Responsibilities:

• Managing the daily workload of team members and ensure support requests received are resolved efficiently and within SLAs
• Daily team leadership including mentoring, representing the team in cross functional meetings etc.
• Reporting on ticket trends and problem areas. Work cross functionally to create solutions and to get assistance in overcoming challenges
• Working with multiple functions throughout the organisation to develop and roll out a universal support process and best practices to help us action customer-facing issues faster and more effectively
• Actively remain up to date on Creditsafe products and services and fill in when needed for staff absence
• Validating new product releases by testing like a customer, suggest product and service enhancements to improve the user experience and collaborate with Product Management and other functions to design and implement them
• Developing processes and tool ideas that will enable customers to self-resolve issues, or even better, pre-empt them.
• Initiate continuous improvement and best practice within the department
• Collaborate with engineering with a data-driven approach to help prioritise customer-impacting defects and to improve the quality of our product e.g., contribute to test plans etc. Ensure process for triage of incidents by support is optimised and that the tickets raised to development teams are genuine incidents
• Being responsible for support quality

Desired Skills & Attributes

• Relevant experience in technical customer support with proven ability to lead new initiatives and create solutions for improvement
• Excellent communication and interpersonal skills enabling a collaborative working approach and ability to build positive working relationships
• Leadership skills with ability to motivate others
• Technical competence (excellent knowledge of products & internal systems)
• Logical, methodical and analytical by nature with strong problem-solving skills with ability to work well under pressure
• Energetic and passionate about what you do, you have an enthusiasm for continual learning and sharing knowledge with others
• Team player