Customer Success & Operations Manager

Are you a highly motivated professional eager to take the next step in your career and move into a leadership role? Do you have a strong technical background and the ability to bridge the gap between customer needs and technical teams? If you are passionate about customer service, thrive in a dynamic environment, and have experience in SaaS products or international customer support, we want to hear from you!

As an Account Manager, you will be the accountable representative for Customer Service, and reporting to the Head of Operations, playing a crucial role in team Management. You will be responsible for maintaining strong client relationships, handling escalations, overseeing support operations, and implementing AI-driven solutions to enhance efficiency. You will also work closely with the development team to ensure seamless communication and issue resolution.

Key Responsibilities:

• Act as a key support leader, assisting the Head of Operations in overseeing and managing the support team.
• Guide the team on how to handle complex customer queries and escalations, ensuring prompt and effective resolution.
• Serve as a bridge between technical teams and customers, understanding both perspectives to provide clear communication and solutions.
• Utilize AI tools, Power BI, Six Sigma methodologies, Advance MS Excel and other automation tools to enhance the efficiency of customer support operations.
• Oversee effective cohesion between developers and product teams to relay customer feedback and technical requirements.
• Prioritise daily, weekly, and monthly workstreams to maximise company efficiency and growth.
• Vision to navigate through ambiguous situations with direction and clarity.
• Monitor and analyze key performance indicators (KPIs) to improve team performance and customer satisfaction.
• Train, mentor, and guide team members to ensure best and incorporate latest Market practices in Customer support team.
• Streamline customer support workflows and implement process improvements to enhance response time and service quality.
• Assist in training and onboarding new team members to scale the team effectively.
• Ensure seamless collaboration with cross-functional teams including Sales, Product, and Development.

Required Skill Sets:

• 5+ years of experience in international customer support, SaaS-based products, or account management.
• Exceptional Leadership skills, with experience in proficient people skills, and instrumental guidance and decision-making.
• Strong technical acumen with the ability to understand and communicate software development concepts.
• Experience with AI tools, automation software, Power BI, Six Sigma, and other efficiency-enhancing tools is a plus.
• Excellent written and verbal communication skills in English.
• A team player with a problem-solving mindset and the ability to work under pressure.
• Strong analytical skills to monitor KPIs, generate reports, and implement improvements.
• Ability to collaborate with cross-functional teams and manage multiple stakeholders effectively.

Why Join Us?

• Be part of a fast-growing PropTech company delivering cutting-edge solutions for UK real estate agencies.
• Leadership growth opportunity, working directly with the Customer Support Manager.
• Exposure to advanced AI tools, automation, and efficiency-driven support strategies.
• Competitive compensation and a collaborative, learning-focused work environment.

About us: GNB develops in-house software products that help UK real estate agencies manage and grow their business. Our suite of technology solutions includes mobile-optimized websites, mobile apps, 360° property viewings, automated social media, and back-office software for sales, lettings, and property management. Our latest offering, GNB Habitat, is a property portal designed for the UK real estate sector.

To learn more, visit gnbproperty.com & gnbcareers.com.

Job Type: Full-time

Pay: ₹85,000.00 - ₹90,000.00 per month