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Customer Support Team Lead

About the role

You will work directly with new and upgrading customers, introducing them to our latest software platform, the VinciWorks Portal. You will support our new sales and account management teams throughout the pre-sales process and then work directly with clients guiding them through their experience during the onboarding and implementation process. 

 

You will be responsible for planning and executing the migration of existing clients from their current platforms to the new VinciWorks Portal. This includes understanding client requirements, developing migration strategies, and implementing them efficiently.

 

Throughout the client journey, you will ensure we provide exceptional client experiences and will solve problems creatively, working with the product team to shape the future of our products.

 

Clear communication, empathy, tenacity, and technical smarts are keys to success in this role. You should be able to explain technical ideas in simple terms, dig deep into the software where needed, and translate the customer experience into feedback and product specifications. Proficiency in project management, onboarding, Excel, and SQL are an advantage.

 

This is an excellent opportunity for someone who is motivated by solving real problems for real people. Since this role is multidisciplinary and collaborative by nature, it is also a great stepping stone to other roles in the team. You will be consistently engaged by diverse and interesting challenges.

Key responsibilities:

  • Client engagement: Understand client needs, set and meet expectations, and provide support and reassurance throughout.
  • Project planning: Assess data, create migration plans, and address potential challenges.
  • Data integrity: Analyse, map, and troubleshoot data issues during the migration process.
  • Project execution: Execute and monitor client migrations and upgrades providing a seamless transition process.
  • Communication & continuous improvement: Document our process, successes and challenges to help refine the process and iterate for the future.

Skills required

  • Experience: 2-3 years in customer support, customer success, or other client-facing roles.
  • Technical: Proficiency in Excel, SQL or automation tools.
  • Project management: Ability to plan and manage stakeholder expectations effectively. 
  • Communication: Strong communication, problem-solving, attention to detail, and teamwork.

Location

In Israel:

 

This is an office-based or hybrid role working from our Jerusalem office. The working week for this position is Monday to Friday.

 

In the UK:

 

This is a remote role working from home anywhere in the UK. 

Salary range

In Israel:

 

The salary range for this position is 13,000 – 18,000 NIS per month, depending on skills and experience.

 

In the UK:

 

The salary range for this position is £32,500 – £45,000, depending on skills and experience.

About us

Founded in 2004, VinciWorks is a profitable, fast-growing, private equity backed company passionate about delivering state-of-the-art products in e-learning, regtech, risk and compliance. VinciWorks has established itself as a global authority in risk and compliance software and training.
VinciWorks has a flexible, friendly work environment with a bright, passionate and collaborative team.

VinciWorks is committed to helping clients maintain control of the personal data that they store with us, and provide our clients with tools to easily comply with GDPR rights requests.

Products where VinciWorks acts as data processor

  • Learning Management System
  • eLearning courses
  • SCORM Gateway
  • Continuing Competence Module
  • Policy Tracker
  • Risk Management System
  • Omnitrack

Data processing agreements

VinciWorks has updated its terms and conditions with all of its clients governing the relationship between the clients (acting as a data controller) and VinciWorks (acting as a data processor). This agreement facilitates our clients’ compliance with their obligations under GDPR.

 

Data security

VinciWorks is committed to ensuring the security of all of our products. When accessing the VinciWorks servers all data is encrypted via SSL/TLS. This is to ensure that data remains secure in transit.

 

Data hosted within the European Union

All data stored by VinciWorks in our products will be stored exclusively in secure hosting facilities located in the UK and provided by Razorblue Ltd. VinciWorks has a data processing agreement in place with its hosting provider ensuring compliance with GDPR. Personal data is stored and processed in the EEA. Personal data may also be processed within EU Commission’s list of countries or territories providing adequate protection for the rights and freedoms of data subjects.

 

Compliance with rights requests

VinciWorks is committed to making GDPR compliance as straightforward as possible for our clients. As a data processor, VinciWorks has made preparations to ensure that data controllers can easily comply with rights requests in relation to the data that we hold.

Assistance with GDPR compliance

VinciWorks provides its clients with a wide range of tools and resources to help with GDPR compliance.

Further information

For further information on how your information is used, how we maintain the security of your information, and your rights, please contact us.