job
Royaume-Uni, LondonRoyaume-Uni, London

Icarus Media Digital

Date de publication 16.06.2024

1 a postulé

Head of Support - French Speaking

The Position.

At IMD, we're an innovative company driving success across multiple online ventures, with a strong focus on the French market.

We are looking for a Head of Support to lead our teams of support agents where you'll be responsible for the smooth running of the support function. You'll be the vital link between our support and development teams, facilitating effective issue resolution and driving continuous improvement.

You'll play an important part in our company's product development process. Ultimately, you'll provide end-to-end solutions to software quality problems. You'll be a strong communicator, with know-how on how to engage with clients and teams in a progressive way.

If you thrive in a dynamic environment that demands technical expertise, problem-solving abilities, and a commitment to excellence, IMD offers an unparalleled opportunity. Become part of a team that's shaping the future.

Responsibilities
  • Customer-Centric - You'll be the point of contact for escalations and problem solving; all while keeping the core priority in mind: providing excellent support to clients, considering their goals and adapting your approaches to the varying needs of the different teams.
  • Problem Solver - You'll excel in identifying, communicating and reporting potential complex and potentially ambiguous system issues. Being a natural problem-solver with an open mind will enable you to go far here at IMD; in fact it's an approach we favour as believe strongly in sharing ideas and taking action.
  • Define knowledge bases - Our current set-up is varied across the teams, and you'd lead the documentation of best-practice processes to maximise collaboration and champion efficient resolution. Bringing innovation to the forefront of our day-to-day processes and maximise output.
  • Leading and inspiring teams - You'll lead, coach, hire, and teams of outstanding support agents; challenging them to bring their best selves to their daily work. deliver exceptional results in improving processes, support query resolution, and collaboration.
  • Stakeholder Management - You'll work very closely with our founders and wider teams to bring our customers the products and services they deserve. A critical element of the role to share updates and important information to maintain a transparent approach.

Requirements

We're looking for someone with:
  • Proven experience in providing best-in-class support for technical products and services.
  • Excellent communication skills all-round; good listening skills are important in this role.
  • Experience of effective stakeholder management and able to demonstrate examples.
  • Comfortable to learn fast and try new things; not put off by a culture of feedback.
  • Fluency in French, with knowledge of French administrative processes.
  • Excellent organisational skills with the ability to prioritise effectively
  • Excellent at explaining complex technical issues in a way that can be understood across all groups; internally and externally.
  • Able to break down an issue logically; providing a solution based approach based on methodical problem solving.


It would be a plus if you have:
  • Experience with Zendesk, it is a critical tool for the support of most of our projects.
  • Any experience with HelpScout.
  • Any experience in implementing new softwares and processes to enhance support processes.
  • Knowledge of French administrative/bureaucratic processes would be a bonus.
  • A background in industries such as Saas, eCommerce; within start-up to mid size organisations.

Benefits
The Package.
    • £55K -£65K per annum
    • Performance-related, quarterly-paid bonus - 10% per year
    • 25 days holiday + Bank Holidays
The Perks.
    • At least one legendary company trip per year (Worldwide unique experiences)
    • £17 Deliveroo lunch credit for each day in the office
    • MacBook Buy-Back option
    • £500 home office budget

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