Head of Customer Support

We're seeking to recruit a Head of Customer Support to lead the delivery and performance of our Customer Support operations at Pinnacle.

Pinnacle is the leading Sage solutions partner and contracted support provider across the UK and Ireland. With a team of over 180 employees spread across seven offices and remote locations in the UK and Ireland we support nearly 2,000 customers, including the largest Sage 200 customer base in the UKI. Our recurring license revenue depends heavily on the high-quality service we provide, making our Telephone Support offering a cornerstone of our success.

In this key leadership role, you’ll manage one of our our largest team, ensuring we consistently meet SLA targets and quality metrics while delivering exceptional customer experiences. You’ll be accountable for outcomes measured through NPS and CSAT, and instrumental in driving customer retention. We’re looking for a leader who can foster a customer-first mindset, champion continuous improvement, empower team growth, and integrate SaaS best practices into daily operations.

Key Responsibilities

People & Performance

• Clear and effective team and agent level KPI reporting
• End to end processes for the Customer Support team
• Working with Customer Success to call back detractors (through NPS surveys)
• Meaningful response times are set and maintained
• Phone wait times adhered to
• Options to outsource out of hours or overflow
• Developing channels including web and chat
• Load balancing resources to maintain efficiency
• Cross training to ensure utilisation is maximised
• Performance management of resources
• Recruitment process
• Coaching of managers, team leaders and agents
• Feedback processes
• Rotas and holiday approval
• Contribute to service materials to present the team capabilities
• Setting quarterly objectives and reviewing them
• Annual performance reviews
• Professional and effective onboarding processes
• Visibility to all your team both face to face (in office) and remotely

Contracts & Inflow

• Visibility and communication of at risk customers
• Promote team member awareness of key renewals coming up, losses including their root cause and new wins
• Creating targeted service recovery plans at customer
• Complaints management and communication
• New product or module introduction
• Support the finance team with debt management
• Standardisation of processes to be product independent
• Introduction of tooling to support fast and accurate ticket triage
• Inflow management and reduction using self-help channels and webinars
• Monitoring 2nd cases, repeat tickets, focus on the root cause
• Aged ticket management, establish written procedures
• Product issue coordination and communication
• Use analytics and dashboards to identify trends, predict churn risks, and track operational performance.

Expected, Values & Skills

Leadership

• Supporting the business objective, strategies and tactics, repeating the message consistently
• Positive and encouraging, presenting a professional ‘on page’ persona around the business.
• Engaging and open
• Discretion

Prioritisation

• Create the cadence with your managers and teams around, reporting, escalation, communication, complaints, NPS and service failure
• Be available to your team/be responsive
• Carry out the actions you commit to from meetings in the time agreed
• Be visible
• Be close to your customers

Process

• Be accountable when things go wrong, have a clear formal processes
• Support performance both in terms of revenue and quality
• Be open to improvement, encouraging the team to bring solutions
• Promote visibility of information around the business
• Eliminate inefficiency

People

• Demonstrate the behaviour of a leader
• Listen, understand, support and coach, don’t do it for them
• Be approachable, have strong self-awareness
• Be prepared to manage the performance of people directly
• Conflict management skills
• People recruitment and development
• Negotiating skills

Requirements

Flexibility

• Travel to customer site as required
• Overnight stay as required
• Attend team meetings physically as required
• Support planned and approved evening and weekend work as required

Business Experience

• Ideally experienced working in Accounting and ERP software arenas

• CRM and ticketing systems experience

• Relevant business process knowledge for associated with ERP systems

• Team management experience

• Customer management