Customer Support Manager, Alliants
£50-75k
Customer experience for hotel brands
Job no longer available
Customer experience for hotel brands
21-100 employees
Job no longer available
£50-75k
21-100 employees
Company mission
To transform every customer engagement into something exceptional.
Role
Who you are
- Expertise in managing high-volume service desks within a rapidly evolving tech landscape
- Knowledge of public cloud environments, particularly AWS, with an awareness of security best practices
- Deep familiarity with service desk software tools and incident tracking systems, such as Freshdesk, Intercom or similar platforms
- Experience in designing and implementing disaster recovery plans and business continuity strategies within the service desk function
- Experience in running continuous improvement projects, using tools such as Jira and frameworks such as Agile SCRUM
- Bachelor's degree in Business, IT, Hospitality Management, or a related field
Desirable
- ITIL Foundation certification (or higher)
- AWS certifications (e.g., Cloud Practitioner, Solutions Architect)
- Experience managing a support team of at least 10 people
- Experience in managing remote and globally dispersed teams, preferably within a partnership or vendor management context
- Background in providing 24/7 customer support
What the job involves
- Manage and mentor a team of support agents, including an offshore 1st line support desk, providing guidance and training to ensure high performance
- Oversee daily support operations using Intercom and Freshdesk, including handling escalations, resolving complex issues, and ensuring timely responses to customer inquiries
- Develop and implement processes to enhance the efficiency and effectiveness of the support team
- Gather and analyse customer feedback to identify areas for improvement and work with other departments to implement solutions
- Monitor key performance indicators (KPIs) to ensure the team meets or exceeds targets for response time, resolution time, customer satisfaction, and other relevant metrics
- Maintain and update the support knowledge base, ensuring that support agents and customers have access to the most current information. Leverage AI and drive automation to help achieve this
- Work closely with Product, Sales, and Marketing teams to ensure customer needs are met and to provide input on product improvements and new features. Also, our Information Security and Internal Support team to help support their operations (e.g. for security & internal support, outside of core UK hours)
- Prepare regular reports on support team performance and customer feedback for senior management
- Spearhead rapid incident response strategies to mitigate operational threats and minimise impact for our external customers. Act as the primary contact for escalation in product and service incidents, ensuring timely and effective resolution
Our take
The success of luxury hotels, retail and hospitality businesses relies predominantly on the experience of its customers. Alliants helps elevate these experiences via digital transformation, empowering staff and guests alike through its technology solutions.
Founded in 2009, Alliants' flagship product is the Alliants Experience Platform, which includes individual staff and guest messaging apps, digital concierges, automated processes, analytics and insights into customer behaviour. Effectively, the platform accelerates communication between staff and customers and helps to increase productivity and drive profitability.
With more than a decade behind it, hotel brands using Alliants include the Sea Containers of London, the Langham Hotel and Resort Group and Grosvenor House Suites, indicating the company’s strong position as a go-to for high-end hotel companies.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Up to 10% annual bonus
- Remote & flexible working
- 25 days holiday + public holidays
- Digital Nomad: travel abroad while working for 30 days a year
- Generous level of stock options
- Private healthcare
- Life Insurance
- Monthly takeaway allowance
- Pension with matched employer contribution
- Customised onboarding kit
- £1,500 training and development budget each year
- To celebrate you joining the team we will plant a Great Oak tree
Leadership
Tristan Gadsby
(Co-Founder & CEO)Previously the Director at Destination Travel Consulting, Opodo, Senior Manager at Accenture and Manager at Andersen Consulting.
Nick Daniels
(Co-Founder & CPO)Previously a Product Manager at a Luxury Hotel Chain, Non-Executive Director at aap3 and the Interim Product Owner at Babylon Health.
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