Customer Support Operations Manager

We are looking for a Customer Operations Lead to join the TwinklCares team to lead and optimise our customer support operations. This role will also support growth and development across our global customer offering. This role requires a strategic thinker with a deep understanding of operational excellence. You will be data-driven and responsible for designing and implementing efficient workflows, collaborating with cross-functional teams and utilising analytics to enhance the overall customer support strategy. You'll be a key player in defining, building and managing Twinkl's global customer service offering.

Ongoing projects/how you'll spend your day:

• Develop and implement streamlined customer support processes and workflows & increase efficiency through process optimisation.


• Analyse data trends to optimise resource allocation, meeting service level agreements (SLAs) and customer satisfaction goals


• Drive improvements and optimisation of customer support systems, including Zendesk and our in-house customer administration tooling.


• Proactively reduce demand on the customer support team through improving self-service options for our customers


• Manage and optimise the flow of knowledge through the Customer Support team, ensuring team members can effectively and efficiently access the information required to support our customers.


• Lead the development and implementation of comprehensive training programs for customer support representatives.


• Monitor and evaluate team performance against established KPIs and metrics.


• Provide regular reports and insights to Customer Support Leaders and wider SLT on the effectiveness of customer support operations.


• Foster a culture of continuous improvement within the customer support operations team.


• Collaborate with the Customer Support Manager to ensure a cohesive and efficient customer support strategy.


• Spearhead projects to enhance system capabilities and operational efficiency.


• Support with the induction of new TSA's and team leaders, ensuring they understand the tools available and how to utilise them to get the most from their role.


• Proactively look at what needs doing next and ensure excellent communication between stakeholders to keep things moving forward.


In this role, you will learn:

• Project management and strategic planning.


• Effective communication with diverse stakeholders.


• Operational efficiency and process optimisation.


You'll work with:

• Head of CX and CCO.


• Customer support and CX team managers.


• TSA and Schools Team Leaders.


• TSA's, CX team and Schools team.


• Other stakeholders around the business.
  
  We're interested in anyone who meets one, or a combination of the following, Demonstrable experience of working in a Customer Support Operations role in a large-sized company


• Proven success in optimising operations with a demonstrable impact on team performance and customer KPIs


• Data-drive, with the ability to utilise data to inform strategy and demonstrate impact


• Demonstrates a deep passion for education and committed to supporting educators


• Understands the importance of effective prioritisation and places value on producing high-quality results. Can efficiently manage tasks to meet deadlines.


• Maintains a positive and optimistic attitude, fostering a collaborative and supportive team environment. Works seamlessly with colleagues to achieve common goals.


• Possesses exceptional organisational skills, enabling the successful management of multiple projects simultaneously. Can navigate through various tasks with efficiency and attention to detail.


• If opting for remote working, you will need access to a fast and reliable internet connection with a minimum speed of 6mb down and 1mb upload. We recommend using speedtest.net to verify the connection quality.
  
  Here's a couple of the things that make Twinkl a great place to be:



• A friendly, welcoming and supportive culture. We believe work should be fun and always put people before process.


• Flexible working with opportunities to work from home.


• Diversity, inclusion and belonging - our Employee Network Program includes working groups for LGBTQ+, People of Colour, Disabilities (visible and invisible), Women in Tech and Working Parents.


• Continuous Professional Development (CPD) - Our ever-evolving program includes: Monthly progression reviews, Twinkl's Management Scheme, commercial awareness training, leadership coaching quads, career chats and mentoring.


• Plus, Westfield Health, life insurance, 29 annual leave days per year (inc bank holidays) & company sick pay.