Customer Support Manager

Who We Are

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms, and automation. For more information, please visit solera.com.

The Role

Customer Support at Solera is in a period of positive change. We are re-organising our regional international teams into a functional organisation aligned to our vision of becoming “One Solera Customer Support Team, relentlessly focused on customer satisfaction. We continuously simplify and improve what we do”. This is an exciting opportunity to join the leadership team to facilitate and deliver this change taking the Customer Support function to a better place.

We are looking for someone that is passionate about delivering world class customer service through interactions, and also through product, service and customer journey improvements. The successful candidate will bring with them experience of case and query management, and managing a world class customer service team with a passion for doing things right. 

This role is crucial to our customers, targeted on finding the right solutions to problems at the first point of contact, using experiences, training and support to deliver the best outcome experience.

What You’ll Do

The role reports directly into a Regional Head of Customer Support or Director and is responsible for the day-to-day management and motivation of teams of product and technical support representatives. Performance management is a key activity within the role ensuring that your teams deliver high quality customer support interactions using various KPIs and SLA measure to assess, monitor and improve performance. Recruiting, retaining and developing teams of support representatives is a key requirement of the role as is the ability to communicate clearly with internal and external stakeholders at all levels within an organization.

Key activities include:

• Ensure that KPIs, SLAs and assignments are delivered above target
• Recruit, train and retain a skilled team of Customer Support agents (potentially) across multiple languages
• Support the roll out of technology initiatives such as Salesforce Service Cloud ticketing and Genesys Cloud or NICE CXOne telephony
• Manage critical incidents, associated to customer communication, activities and any appropriate escalations;