Customer Support Coordinator, One World GTM
3-5 days a week in office
Supply chain transparency platform
Open for applications
Supply chain transparency platform
21-100 employees
Open for applications
3-5 days a week in office
21-100 employees
Company mission
To put product at the heart of the Supply Chain by aligning people, process, and communication.
Role
Who you are
- 5+ years of experience in incident management and customer support roles within SaaS environments
- ITIL Certification (ITMS, KCS, MOF) is essential
- Proven ability to manage complex incident response processes
- Exceptional communication skills, with the ability to articulate complex issues clearly and effectively
- In-depth understanding of the logistics and supply chain industry, with the ability to address industry-specific challenges
What the job involves
- The Customer Support Coordinator at One World requires a deep understanding of incident management and customer support within a SaaS environment.
- The position involves leading the incident response process, ensuring that incidents are efficiently detected, classified, and resolved with minimal disruption to service.
- This role is pivotal in maintaining high levels of customer satisfaction and adherence to ITIL standards, driving continuous improvement across the incident management function
- Incident Detection and Reporting:
- Conduct the monitoring of systems and services to ensure early detection of incidents, minimising disruption to operations
- Report on Incidents & Prevention findings of Incidents & Problems, with supporting help centre articles & suggested improvements
- Lead the Development of Incident Management reporting & analysis identifying resolutions of trends of key themes
- Establish and drive the support tooling requirements independently, ensuring efficient processing and analysis of error logs with resolutions to create a positive customer experience
- Incident Classification and Prioritisation:
- Conduct classification of incidents based on type, impact, and urgency, ensuring that critical issues are addressed promptly
- Act accordingly and conduct output of response procedures, including initial diagnosis, escalation, and resolution
- Incident Response and Customer Support:
- Serve as a primary point of contact for all incident response activities, providing expert-level support to customers
- Troubleshoot complex customer issues, offering tailored solutions that address unique challenges, particularly in logistics and supply chain contexts
- Manage and resolve Incident & Problem requests, coordinating closely with product and engineering teams. OPS products
- Supporting Learning Solutions team with training content creation
- Participate in an on-call rota to provide out-of-hours support, ensuring timely resolution of issues outside standard working hours
- Create customer Self-Serve articles around the One World GTM Platform from incident management key trends analysis
- Communication:
- Ensure clear and consistent communication with customers during incidents, providing regular updates on status and expected resolution times
- Support the delivery of comprehensive customer reports in line with SLA agreements
- Lead the development and updating of knowledge base articles, empowering customers with self-service options
- Documentation and Compliance:
- Ensure that all incident and support details are meticulously documented to meet regulatory, contractual, and internal standards
- Produce detailed internal reports, highlighting trends and areas for improvement
- Continuous Improvement:
- Support & implement continuous improvement initiatives within incident management and support sharing knowledge across teams
- Collaborate with internal teams to implement enhancements that improve customer support processes globally
- Key Performance Indicators (KPIs):
- Incident Detection Efficiency: Ensuring a high rate of incidents detected before escalation
- Response Time Metrics: Maintaining compliance with first response times
- Incident Resolution Success: Achieving high resolution rates within SLA timeframes
- Customer Communication Satisfaction: Maintaining high customer satisfaction scores for communication during incidents
- Compliance and Documentation: Ensuring full compliance in incident logging and documentation
- Customer Support Satisfaction: High overall satisfaction scores from customers
- SLA Adherence: High percentage of customer support requests resolved within SLA agreements
- Continuous Improvement: Leading significant improvements in incident management annually
Salary benchmarks
Our take
Maintaining a frictionless supply chain is imperative to the success of retailers and manufacturers, and ensuring this depends on accessing accurate supply chain data. Furthermore, supply chain data visibility is essential to meet regulatory and disclosure requirements, but the inherent complexity of the global supply chain means it can be difficult to access up-to-date and accurate data.
One World GTM provides a supply chain transparency platform for retailers and manufacturers, enabling them to gain the necessary insights for meeting regulations and disclosure requirements, and be more accountable regarding the environmental impact of their business operations.
The siloed nature of supply chain and logistics data systems makes it difficult for businesses to be truly informed and transparent in their business, and One World GTM has been smart to recognise this challenge and tackle it directly. With its unique mission to develop a cradle-to-cradle view of global supply chains, the company aims to help businesses reduce supply chain friction and meet sustainability goals, allowing them to focus more on providing seamless product experiences for their customers.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
Company
Company benefits
- Annual Salary Review
- Flexible Hybrid Working
- Interest Free Company Loans
- Life Assurance
- Pension Scheme
- Flu Jabs Annually
- Referral Bonus
- Care First - Counseling and support
- Tailoring learning, progression and Development plans
- Free Eye Tests Annually + £60 vouchers towards
- Supply Chain Academy - Masters, MBA and Degrees and Apprenticeships
Company values
- Intraprenurial - Drive change from inside the business
- Progressive - Create the future. Be relentless
- Sustainable - Think long term. Care about what comes next
- Passionate - We’re changing the world. It’s worth fighting for
- Creative - Be bold. Come up with something new
- Supportive - Push hard, push together. Shoulder to shoulder
- Inclusive - Every voice counts. Stand up for others
- Diverse - Embrace our global community
Company HQ
London, UK
Articles
Leadership
Hannah Morris
(Managing Director)Experience as Digital Transformation Manager for Uniserve Group from 2019 to 2021.
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