Veeqo is a high growth tech startup company which has customers around the world...we are on a mission to make life easier for online retailers. Veeqo helps online brands by making their life easier when handling their stock and orders, becoming a crucial part of their fulfilment solution. This is an opportunity to join a rapidly growing business and play an important role in our growth globally.

With offices in London, Swansea, Austin (Texas) and Bishkek, we are a truly global company. We've just raised $5million by leading VC Octopus, so now is the perfect time to join Veeqo on its exciting global expansion.

Based in Swansea, Wales, the Head of Customer Support job sits within the Customer Success team at Veeqo. This opportunity involves leading a team of First & Second line support agents (within the UK & overseas) for customers across the UK, US & Europe.

We’re different from many other software companies, it’s not the same questions over and over again. We’re looking for an exceptional problem solver and a real self-starter. You will be a confident and talented people manager with a knack for explaining and resolving complex customer issues.

As the Head of Support, You will get to manage the hiring, development and scaling of the Support team. You will have your finger on the pulse of the business and will be ultimately responsible for customer satisfaction through management of services against SLAs.

You will work both proactively and reactively, ensuring all teams are working to best practice and issues are triaged, prioritised and escalated where necessary. You will also assess, evaluate and alter internal policies and processes to increase efficiency and service levels.

This is a great opportunity to lead a fast-growing team where you’re encouraged to take on as much responsibility as you can. We’re constantly evolving and growing so no two days will be the same. Responsibilities include (but not limited to):

  • Lead, train and develop our Support team comprised of high performing graduates.
  • Optimise the workflow and proactively identify support needs.
  • Have a holistic view of the department’s performance, priorities and impact. Take ownership of all customer escalations & communications whilst in support.
  • Report and improve on customer satisfaction performance indicators.

To be considered you must have:

  • Minimum of 2 years of experience within a Software Support function.
  • Demonstrable experience of recruiting, training and managing a team.
  • Good understanding of web-based software development, infrastructure and technology.