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Job Description

Role Overview

Our client is currently in the market for a Head of Helpdesk to come and join their busy team! The successful candidate will support the Helpdesk agents, ensuring that resources are optimally deployed, and act as the point of escalation for clients as well as manage the escalation of challenging tickets that require additional technical input from other teams.


  • Providing overflow assistance to clients via phone, webchat, and email
  • Manage the escalation process for tickets that require technical input
  • Conduct refresher training sessions for our clients and provide training for newly onboarded contractors (both over the phone and online)
  • Manage team resources to identify busy periods on phone, email, and chat
  • Identify opportunities for software automation to reduce support intervention where unnecessary
  • Act as an escalation point of contact for unsatisfied customers
  • Direct line management of 6 individuals in the Customer Support team (which may expand)
  • Assist the team in investigating and documenting live bugs and issues to be escalated
  • You will work on becoming a Super User for all our products (training will be provided)
  • Ensure the team is up to date on their product knowledge, and document troubleshooting guides as necessary for new features
  • Monitor, measure, and manage team performance to meet client SLA and company KPIs via Zendesk reports
  • Escalate large client projects to the customer success or implementation team
  • Adhere to our ISO 27001 guidelines to safeguard our brand.


  • Excellent written and verbal communication – you will be in control of the public voice of the company to our customers
  • Data management and analysis skills, such as use of Excel
  • Quick and avid learner (and continue to learn) new software quickly.
  • Experience in a Leadership role – you need to be able to delegate complex issues and explain, coach and train the team to investigate and resolve problems themselves


  • Competitive salary and performance-based bonuses
  • Comprehensive health insurance coverage
  • Generous vacation and paid time off
  • Retirement savings plan with company match
  • Professional development opportunities and training programs
  • Flexible work schedule and remote work options
  • Fun and inclusive company culture with regular team events

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