About

We're seeking to recruit aHead of Customer Supportto lead the delivery and performance of our Customer Support operations at Pinnacle, reporting to the Customer Services Director.Pinnacle is a leading Sage and Acumatica solutions partner and contracted support provider across the UK and Ireland. With a team of over 180 employees spread across offices and remote locations in the UK and Ireland we support nearly 2,000 customers, including the largest Sage 200 customer base in the UKI. Our recurring license revenue depends heavily on the high-quality service we provide, making our Support offering a cornerstone of our success.In this key leadership role, you’ll manage one of our largest departments, ensuring we consistently meet SLA targets and quality metrics while delivering exceptional customer experiences. You’ll be accountable for outcomes measured through NPS and CSAT, and instrumental in driving customer retention. We’re looking for a leader, who can foster a customer-first mindset, champion continuous improvement, empower team growth, and drive a transformation which integrates SaaS best practices into daily operations.Key ResponsibilitiesTeam Leadership & DevelopmentLead a multi-site and hybrid support function, establishing a coaching culture which develops a high-performing support team of 50+ highly skilled consultants across multiple products.Build a positive team culture where learning, development, accountability and customer focus thrive, coming together to deliver an extraordinary service to customers and a world class eNPS outcome.Establish clear goals and performance expectations/objectives which deliver against and exceed customer requirements – supporting all colleagues in achieving productivity and customer satisfaction targets, through regular one to one sessions and performance reviews.Manage team