Job Description

• Coach and train Customer Success teams to enhance their product knowledge, technical expertise, and confidence in supporting customers effectively. Act as a subject matter expert, ensuring teams remain informed about product updates, new features, system enhancements, and industry best practices.
• Create, maintain, and deliver comprehensive training materials, knowledge articles, workshops, and coaching sessions covering product functionality, troubleshooting techniques, customer communication strategies, and operational processes. Evaluate training effectiveness and identify opportunities for continuous learning and development.
• Provide ongoing support to Customer Success teams by responding to technical questions, offering guidance on complex customer scenarios, and assisting with issue resolution to ensure a consistent and high-quality customer experience.
• Collaborate closely with third-party suppliers, internal stakeholders, and cross-functional teams to investigate, escalate, and resolve product-related issues within agreed service levels, ensuring timely communication and follow-up throughout the resolution process.
• Develop, review, and implement process improvements by analysing trends from technical queries, customer feedback, quality assurance findings, and operational performance data. Identify root causes of recurring issues and recommend solutions that improve efficiency, reduce customer effort, and enhance service delivery.
• Continuously monitor technical developments, customer sentiment, service quality metrics, and emerging trends to proactively identify risks, opportunities, and areas for improvement. Drive initiatives that enhance customer satisfaction and support business objectives.
• Design, review, and optimise email, chat, and customer communication templates based on common customer enquiry trends, quality assurance outcomes, and evolving business requirements. Ensure all communications are accurate, consistent, customer-focused, and aligned with brand standards.
• Perform detailed quality assurance assessments on customer interactions across calls, emails, chats, and other customer touchpoints. Evaluate compliance with company policies, regulatory requirements, operational procedures, and service standards, providing constructive feedback and coaching to support continuous performance improvement.
• Produce quality assurance reports and insights, highlighting key trends, recurring themes, compliance risks, and development opportunities. Work with team leaders and management to implement corrective actions and improve overall service quality.
• In the Tier 3 Team Leaders absence ensure the Product Escalation Telephone and Gnatta channels are effectively monitored and adequately staffed at all times, maintaining service continuity and providing prompt support for urgent customer and operational escalations.
• Support operational planning and resource allocation by identifying potential service risks, monitoring workload distribution, and recommending actions to maintain productivity, service quality, and customer satisfaction across all channels.
• Manage and resolve escalated technical queries relating to all online and handheld products, ensuring timely investigation, accurate troubleshooting, and effective resolution while maintaining a high standard of customer service.
• Respond to customer enquiries through telephone, email, and live chat channels, providing clear, professional, and solution-focused support to deliver a positive customer experience.
• Handle Gnatta emails and live chat interactions in line with departmental service level expectations, ensuring all communications are responded to promptly, accurately, and professionally.
• Ensure all replacement swap requests are processed and completed within required daily deadlines, maintaining accuracy and keeping customers informed throughout the process.
• Liaise closely with the management team to provide regular updates, present data analysis, identify trends, and highlight opportunities for process improvement, operational efficiencies, and enhanced customer satisfaction.
• Complete product reconfigurations accurately and efficiently, ensuring all systems, devices, and customer accounts are configured correctly and in accordance with company procedures.
• Support the effective de-escalation of customer complaints by investigating concerns thoroughly, providing appropriate resolutions, and working collaboratively with internal stakeholders to achieve positive outcomes.
• Maintain detailed and accurate records of customer interactions, technical issues, and resolutions, ensuring all information is documented in line with company standards and compliance requirements.
• Collaborate with cross-functional teams to resolve complex customer and technical issues, sharing knowledge and contributing to the continuous improvement of processes, procedures, and customer support practices.