Benivo is disrupting a 32 billion dollar industry with technology and data. Our HR and Fin-tech solution is used by tech giants like Microsoft and Google and large consulting firms like Wipro, CGI and Kearney. Our mission is to transform the mobility industry with smart technology. As the Head of Customer Support, you will combine stellar customer support with best-in-class technology to deliver a phenomenal customer experience. Come join us!
Key Responsibilities:
1. Technology-Driven Customer Support (25%)
Develop a technology-first approach to customer support, prioritizing self-service and automated solutions.
Identify and implement technology solutions, such as chatbots, AI, self-service portals, automation tools (e.g., Zapier), and helpdesk software (e.g., Freshdesk, Zoho) to enhance customer service operations.
Stay current on industry trends and emerging technologies to maintain a competitive advantage.
2. Data-Driven Decision Making (20%)
Develop a data-driven culture within the customer service team, ensuring all decisions and strategies are informed by data insights.
Identify key performance metrics and establish data collection and analysis processes.
Collaborate with the data analytics team to derive actionable insights from customer service data.
3. Customer service excellence (15%)
Deliver best in class customer service to all Benivo platform users.
Monitor customer feedback and use it to identify areas for improvement in the customer support function
4. Process Improvement and Standardization (20%)
Create optimal technology-driven processes for the 24/7 customer service team.
Ensure that all processes are documented and are easy to understand.
Develop and enforce Standard Operating Procedures (SOPs) to ensure consistency and efficiency across the team.
Continuously evaluate and refine processes based on data insights to adapt to changing business needs and customer expectations.
5. Leadership and Collaboration (20%)
Develop a high-performing, tech-savvy, data-driven customer service team.
Foster a positive work environment, encourage open communication and collaboration.
Drive improvement with continuous coaching, feedback, and performance evaluations.
Work closely with product, client success, analytics, and implementation teams, to ensure your team is integrated with the goals of the broader organisation.
Key Performance Indicators:
Net Promoter Score (NPS)
Technology adoption rate and ROI
Data-driven improvements in First Contact Resolution (FCR) rate and Average Handle Time (AHT)
Requirements
Experience - A minimum of 10 years of experience in customer service, with at least 5 years in a technology-focused, data-driven leadership role.
Leadership - you can execute this role with minimal supervision.
Managing a remote team - you have a track record in building and scaling a lean and efficient customer support team.
Resourceful - you have the ability to get projects delivered with limited support or external resources
Communication and interpersonal skills - you can interact effectively with customers, employees, and senior executives and prepare clear documentation on processes.
Tech savvy - you have strong experience implementing and managing ticketing systems, chatbots, and knowledge management systems and can identify opportunities to replace manual, repetitive tasks with tech drive automation.
Analytical and problem-solving skills - you can use data to make informed decisions and identify opportunities for improvement
Ownership of Projects - you take personal responsibility to own and deliver on team projects and objectives.
Fast and Agile - you can juggle multiple priorities under pressure without dropping the ball on any.
Highly Organized - you can create structure for personal deliverables and for your team setting them up to succeed in a fast moving, agile environment.
Benefits
Competitive salary
You must have the right to work in the UK.
Please note we will be shortlisting and interviewing candidates as applications come in, so please apply as soon as you can.
Requirements: Due to the nature of this role, the successful candidate may need to undertake a basic criminal record check, the cost of which will be covered by Benivo.
Some of our benefits consists of:
- 33 days paid annual leave, including bank holidays which are flexible - you may choose to work on bank holidays and take the day off elsewhere in the year
- Flexible start-end times (core hours are 10am - 4pm)
- Learning & development - every Friday afternoon is a half day to focus on your self-development and interests
- A yearly generous wellbeing cash-allowance
- PayLater cash advance - financial assistance for large personal expenses (e.g moving house, furniture, etc)
- Work remotely from 30+ countries for one month per calendar year
- Enhanced employer pension contributions of up to 5%
- Share options in the employee’s options plan
- Company social events and team celebrations