Manager Client Support - L1 - Hybrid

Manager Client Support - L1 - Hybrid

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to work towards their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland.

Job Description

The Manager – Client Technical Support is a critical leadership role within Client Operations. You will manage a team of client-facing technical specialists who assist clients daily with requests related to Experian's market-leading solutions. You will be responsible for team performance, client satisfaction, escalation management and cross-team collaboration.

By fostering a high-performing, client-focused culture and embedding best practices, this role ensures timely, accurate, and effective frontline product and technical support helping clients maximise value from our products and reinforces Experian's reputation for exceptional service. The Manager also contributes to support strategy and continuous improvement projects, driving efficiencies and enhancing our client experience.

• Lead and inspire a team of client-facing technical specialists to deliver Level 1 support across Experian's products and services.
• Ensure operational excellence by managing ticket workflows, monitoring Service level agreements, and driving resolution of client requests.
• Be an escalation point for complex issues, providing guidance and collaborating with different teams across the business to resolve challenges.
• Champion continuous improvement, identifying opportunities to improve processes, enhance knowledge management, and improve client experience.
• Monitor performance metrics and analyse data to identify trends, causes, and opportunities for efficiency.

Qualifications

• Education: Bachelor's degree in business, Operations, Information Technology, or related field (or equivalent experience). Experience:
• Minimum 5+ years in client services, operations, or technical support roles, with at least 2 years in a leadership capacity.
• Proven experience managing teams in a B2B hybrid working environment, within financial services or technology sectors.
• Proficiency in SQL, XML and JSON, HTML, JavaScript, and CSS.
• Advanced excel experience with data manipulation.
• Experience with API methodologies and integration.

Benefits/Perks

• Novated Leasing & Salary Packaging
• Great compensation package and bonus / commission plan
• Core benefits including Experian shares discount and wellness program
• Flexible work environment, hybrid model
• Flexible time off including volunteer time off, personal leaves and paid holidays
• 17 weeks of Paid Parental Leave, family care leave and up to 5 days study leave

Additional Information

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together