Product and Engineering

Head of Customer Support

Yokne'am Illit, North District   |   Full time

About the Company

Atriis is a travel technology (SaaS) company, headquartered in Israel, with operating offices in the UK.  With a Focus on digitizing the travel industry, Atriis provides solutions designed for Travel Management Companies (TMCs) and corporations to navigate the rapidly changing distribution landscape and remain relevant and competitive in a world where well funded new entrants are set to dominate.


About the Role

The Head of Customer Support plays an important role in our company’s customer facing organization and overall success. Our ideal candidate will be responsible for managing a team of customer service team members with a focus on developing procedures and programs to enhance productivity and performance to meet our high quality standards. If you are a leader at heart and enjoy providing excellent and accurate first line support, we’d like to meet you!


Responsibilities

  • Build a 24/7 team, focused on customer satisfaction and KPIs.

  • Design and own Atriis’ knowledge base implementation and maintenance.

  • Be a part of the backstage management tier at Atriis, influencing the product release and feature prioritizing.

  • Create robust and scalable processes to meet the company’s high growth and SLAs such as mitigating blocker/critical issues within the committed SLA.

  • Work tightly with R&D and provide guidance and advice for enhancing the system.

  • Ability to work under pressure in a fast-paced, ever changing environment

  • Make our customers happy!

Requirements

  • Previous experience with managing customer service teams for SaaS based companies.

  • Excellent interpersonal, client service, communication, organizational and project management skills.

  • Self-driven, highly organised and responsive to customer needs

  • Due to the global nature of the role, from time to time, there will be a need to work outside of normal business hours.

  • Desired - Experience in Travel-tech space.

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