Customer Support Team Lead (Glasgow or Edinburgh)

Lisa Thomson, on November 21, 2019

Do you have a passion for delivering exceptional customer service? Are you a solution and commercially focused technical support professional who enjoys taking ownership of challenges, developing your skills and operating in a fast-paced technology environment?

Aridhia’s cloud-based business model is delivered through our innovative data analysis platform, the Digital Research Environment. Our services enable healthcare and research organisations to accelerate their analytic projects to develop new, data-driven approaches to healthcare and improving patient outcomes.

We are seeking a Customer Support Team Lead to work within our Service Desk Team. This will be a hands on role and will include oversight and ownership of all activities and processes required to manage the service delivery into our growing base of global clients.

The ideal candidate will have a passion for customer service and for providing hands on support for clients. They will help develop a high-performance team who work towards a common goal of delighting clients, pushing technology and supporting company goals as we continue to experience rapid growth.

To apply please send your CV and covering letter stating your current and expected salary and benefit expectations to recruitment@aridhia.com marked for the attention of Lisa Thomson, Head of HR.

What you’ll deliver

The successful candidate will lead our customer service/support team and all service delivery to our growing base of global clients.

This will involve:

  • Providing excellent customer service to Aridhia’s customers and partners located in various countries
  • Solving problems, troubleshooting and finding the best solution for our customers
  • Creation of service reports primarily for incidents, problems and changes
  • Adhering to Information Security policies
  • Leading the service/support team including line management
  • Consistently implementing, coaching and promoting excellent customer service standards
  • Supporting the post-sales customer lifecycle – customer on-boarding, adoption, and on-going support
  • Managing advanced complex escalations of all priority issues within the business, working closely with Product Owners, Development, Operations and QC resources
  • Driving the team documentation of solutions, customer information and proactive knowledge content
  • Ensuring the team is appropriately developed to achieve company goals
  • Ensuring service levels, customer satisfaction and ultimately customer retention targets are met
  • End to end service management reporting
  • Identifying new technologies and techniques to drive improvements in the customer support experience

What you’ll bring

Essential

  • Experience of delivering a customer-facing IT service to a demanding user base
  • Comfortable in troubleshooting and problem solving within a complex technical environment
  • 3+ years’ experience of in a similar role which includes customer interaction, team leading, delivering to SLAs, incident management, change management and service reporting
  • Commercial focus and awareness
  • Ability to understand customer requirements and drivers, develop and guide their thinking to identify measures of success, designing a programme of SLAs to meet them and ongoing plan to increase value over time to improve retention
  • Excellent applied working knowledge of ITIL processes and tools
  • Experience in providing B2B customer support, preferably for a cloud-based platform
  • Strong people management skills, with a proven background in leading and motivating a service team
  • Excellent written, verbal, presentation and interpersonal communication skills
  • Attention to detail
  • Creative thinker with the ability to troubleshoot issues quickly and effectively
  • Comfortable working in a fast-paced, changing environment

Desirable

  • Delivering SaaS solutions to customers
  • Delivering services in a cloud environment
  • Familiarity with tools such as JIRA, JIRA Service Desk, Confluence and Slack
  • Hands-on Linux skills

What we offer in return

Aridhia is an entrepreneurial and ground-breaking company. We follow an agile working method with daily team stand-ups, progress boards, sprints, and show and tell sessions, to keep people informed and involved as projects evolve, and to share knowledge across teams.

In addition to competitive remuneration packages with opportunities to share in our commercial success, we offer the following benefits:

  • 35 days annual holiday entitlement, inclusive of three public holidays
  • Private healthcare for employees and their families
  • Death in Service scheme
  • Generous Company Pension scheme
  • Cycle to Work scheme
  • Enhanced maternity, paternity and sick pay benefits
  • Individually tailored induction and personal development plans


 

Lisa Thomson

Head of HR

Lisa has a range of HR experience gained in high-growth, Scottish technology companies including Wolfson Microelectronics, Axios Systems, and Sumerian Europe prior to working with Aridhia Informatics in 2010. Lisa is also Director for Scotland of Startup Grind, a networking organisation for entrepreneurs, and is a 2014/15 Saltire Fellow with Entrepreneurial Scotland. She has recently returned from a programme of accelerated MBA programme studies at Babson College in Boston USA and is Founder of Purpose, a niche HR/Management growth consultancy to early stage and investor backed businesses.

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