Hybrid Senior Customer Support Leader

Cambridge University Press Ltd.; Cambridge; Hybrid; GBP 45,000 - 61,000; Full time

Job summary

A leading academic publisher is seeking a Senior Customer Support Manager to enhance customer experience through effective team leadership and troubleshooting support issues. This position requires extensive experience in customer service and a degree-level education or equivalent. The successful candidate will manage a talented team and ensure exceptional service delivery. Emphasizing a collaborative work environment, the role allows for hybrid working arrangements with competitive salary and benefits.

Benefits

28 days annual leave plus bank holidays

Private medical and Permanent Health Insurance

Discretionary annual bonus

Group personal pension scheme

Life assurance up to 4 × annual salary

Green travel schemes

Qualifications

• Extensive experience in customer service and people management.
• Excellent analytical, problem-solving, and communication skills.
• Experience working with CRM systems and customer data governance.

Responsibilities

• Lead and develop the team of Customer Support Managers.
• Be the escalation point for technical issues and complex customer queries.
• Oversee quality audits and ensure business continuity.

Skills

People Management

CRM Systems

Analytical Skills

Communication Skills

Problem-Solving

Education

Degree level or equivalent professional experience

Job description

A leading academic publisher is seeking a Senior Customer Support Manager to enhance customer experience through effective team leadership and troubleshooting support issues. This position requires extensive experience in customer service and a degree-level education or equivalent. The successful candidate will manage a talented team and ensure exceptional service delivery. Emphasizing a collaborative work environment, the role allows for hybrid working arrangements with competitive salary and benefits.