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Firefly
,
Belfast, Antrim
Support Team Lead (Belfast)
Overview
Job Description
Our Purpose Firefly?s modern learning experience platform is used by over 500 schools in 40 countries. Our Cloud platform liberates teachers to innovate for greater impact in the classroom and beyond, while empowering school leaders with holistic visibility to drive a transformational modern learning strategy for the entire school community. After raising the largest Series A in UK edtech of 4.5m in 2017, we closed a further 5.5m equity round in January 2019. We are proudly backed by BGF, Downing Ventures and Beringea who have helped us build an experienced board. With 1.2 billion primary and secondary school students in the world, we are passionate about supercharging the school experience to help as many of them as possible fulfil their potential. The role We are looking for a driven, capable Global Support Manager who can evidence their success in a previous role, and seek to improve on our already excellent levels of support to our customers. This key role would report into our Head of Finance and Operations and would be responsible for our small team across 3 locations Belfast, London and Sydney. We consider support as a vital differentiator and our team goes above and beyond to deliver the highest possible quality of support. We are proud of our 96% satisfaction rating...how would you improve upon this? Responsibilities + Provision of both the customer-facing Software Support service and the Internal IT Support service. + Line management and leadership of the Support Team encompassing performance management through OKRs, motivation, training and development. + Accurate measurement, reporting and interpretation of agreed targets and metrics. + Build and maintain expert knowledge of Firefly Products, Services and tools to support our clients in the most successful way. + Development of close beneficial relationships with both internal and key external clients. + Creation and improvement of the cross-functional team process that increases efficiency and prepares the Support team for success. + Hands-on, working with customers to resolve their escalated issues as and when required. Key skills/experience + 1-3 years leading a Support Service + 5 years experience in a related role. E.g. Technical Support or Application Support + 5 years in a customer-facing role + Zendesk, Jira, VOIP, Office 365 admin, Salesforce an advantage. + Practical understanding of data security + IT based degree or Professional accreditation + A working technical knowledge of + SQL + AWS + IIS + HTML Benefits Our employee benefits include: Bupa health insurance (50% premium contribution), cycle-to-work scheme, travel loans, gym discounts, enhanced parental leave, 4% pension contributions, and 25 days holiday (exclusive of bank holidays) plus 3 additional days for Christmas shutdown! Please see our careers page for a full list of employee benefits.