- Location
- United Kingdom · published
- Department
- Operations
- Seniority
- Lead
- Source
- Workable
Description
Freshdesk Systems & Support Operations Lead
Build one support platform for many brands.
ClearCourse Customer Support is bringing several businesses and brands together under one support structure. We need someone to own Freshdesk and make it work: one platform, consistent standards, and a better experience for customers and agents.
This is a rare chance to design a multi-brand helpdesk from the ground up, not inherit someone else's mess. You will shape the platform, the processes around it and the data that leadership relies on.
What you will do
Own and shape the platform
- Own the configuration, administration and roadmap and lead the migration of existing helpdesks and tools into one platform,
- Design a multi-brand model on a shared data and process foundation
Put AI and automation to work
- Deploy AI and build automations to positively impact handling time and quality
Help customers help themselves
- Own the knowledge base structure and standards across every brand
- Track and improve deflection rate and customer effort
Turn data into decisions
- Define one KPI framework across brands (first response, resolution, SLA, FCR, CSAT, cost per contact) and build dashboards for agents, team leaders and senior management
- Find root causes and trends, and turn them into clear recommendations for support, product and the wider business
Set the standard
- Create and maintain ticket handling standards, tagging, macros, escalation paths and QA frameworks, and train agents and team leaders to use them
- Be the go-to person for Freshdesk across support, IT, product, finance and each brand