i6 Group

Customer Support Supervisor

i6 Group

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Deliver 24/7 support function for customers using the multi i6 platforms
  • Manage service desk performance, KPIs and work closely with various teams to resolve customer issues
  • Supervise the Support Team and handle escalations
  • Oversee the triage, prioritisation, and resolution of incidents and service requests
  • Define, monitor, and report on service desk KPIs
  • Build and maintain an internal and customer-facing knowledge base
  • Ensure clear communication with Customer Success Managers
  • Support line manager to partner with Customer Success Managers
  • Maintain awareness of employee safety and compliance requirements

Requirements

  • 2-3+ years’ experience in a service desk or technical support team in a SaaS or operationally critical environment
  • Familiarity with the aviation industry is highly preferred
  • Track record of Supervising support teams
  • Experience working cross-functionally with Product, Engineering, Sales, and Customer Success teams
  • Have hands-on expertise with service desk and incident management tools
  • Excellent communication and problem-solving skills under time pressure
Benefits
  • 25 days annual leave + your birthday day off
  • Private healthcare
  • 5% pension contribution
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
service desk managementincident managementKPI monitoringcustomer supportproblem-solving
Soft Skills
communicationteam supervisioncross-functional collaborationtime management