Customer Support Lead

Customer Support Lead, Accountancy Software, Andover, Hampshire to £50,000 (Hybrid)

This is a great role for a Customer Support Lead to join an exciting Software company and to be part of their growth journey. They are recruiting an experienced Customer Support Lead to oversee support for an established portfolio of customers while owning the support a large-scale, multi-site financial management software roll out for a major institutional customer. You will initially lead hypercare and the transition to steady-state Business-As-Usual (BAU) support for this programme, while also overseeing support delivery across the existing customer portfolio.

Responsibilities

* Own hypercare delivery and the handover to steady-state BAU support and Customer Care, for the current programme and for both existing and future customer support as they arise.

* Act as the escalation point for complex or high-priority issues

* Provide expert-level support and issue resolution to customers via service desk, email and phone, using diagnostic tools and an ITSM toolset to triage, log and prioritise enquiries.

* Own SLA and KPI compliance monitoring (eg First Response Time, CSAT etc

* Attend Service Review meetings with customers and their Managed Service Partners (MSPs

* Maintain audit-ready governance records, including KPI trend data and a Service Improvement Plan, to support contract management reviews.

* We expect to further expand the team and therefore this role to have supervisory/team lead responsibilities in the future.

Skills and Experience

* Proven experience in a customer support or application support leadership role, ideally within the education or software sector.

* Demonstrated experience leading hypercare and BAU support transition for enterprise software implementations.

* Working knowledge of ITIL or an equivalent ITSM framework, including incident, problem and change management.

* Experience with SLA/KPI reporting, contract governance and continuous service improvement, ideally across multiple concurrent customer accounts.

* Basic understanding of financial and accounting terminology is required.

* Experience of supporting professional accounts packages would be a distinct advantage.

* Experience working alongside both Customer end users and Managed Service Partners within a joint support model.

* Excellent communication skills with both technical and non-technical audiences, particularly during major incidents.

* Experience in the use of contemporary support ticket systems – eg Fresh Desk, JSM, Zen Desk (advantageous)