Original listing text, shown exactly as published by the company.
What you’ll manage day to day
- People Leadership: Line manage a team of Support Specialists and Seniors. You'll own 1:1s, performance reviews, career development, and hiring/probation decisions, creating an environment where your team can excel.
- Daily Operations, Scheduling & Weekend Cover: Lead daily standups, manage the team rota, oversee shift scheduling, and handle leave requests to ensure seamless coverage. This role includes participating in weekend cover to support our 7-day operations.
- Onboarding & Training: Own the end-to-end onboarding journey for new hires, delivering and assessing training modules to set a world-class standard from day one.
- Quality Assurance & Coaching: Run regular QA reviews and ticket scoring to uncover coaching opportunities and boost CSAT. You'll also scale our QA framework by introducing modern metrics like Intercom CX scores.
- AI & Automation: Integrate smart tooling and AI into daily workflows to drive team efficiency, quality, and an elevated support experience.
- Incident & Complaint Management: Act as the first commander on operational incidents, coordinating proactive user updates, and manage the end-to-end complaint process to turn negative feedback into actionable insights.
- Tech Stack Mastery: Work daily across Intercom (for queue monitoring, routing, and QA), scheduling tools, reporting dashboards, and internal people systems for performance tracking.
What Makes You a Great FitWe need someone who delivers impact fast.
- Immediate Momentum: You integrate quickly, build trust effortlessly, and master our tools without hand-holding. You’re energetic, visible, and ready to lead from day one.
- The 12-Month Playbook: You’ve successfully transformed KPIs and overhauled service management in a similar SaaS or startup environment before.
- Tech-Forward Operations: You’re an automation and AI wizard who knows how to scale efficiency quickly.
- Calm Under Pressure: You deliver at pace. When volume spikes or incidents occur, you keep the team focused and the service running smoothly.
- Proactive Friction-Fixing: You look past individual tickets to solve root-cause problems in our tools, processes, and user journeys.
- Collaborative Diplomacy: You easily bridge the gap between Engineering, Marketing, and Clinical teams, turning user insights into cross-functional action.
What's in it for me?You'll be joining an established but fast-growing Tech for Good movement, where we're led by our Principles and our mission to Solve Healthcare Productivity.
- Salary £40-50K
- Benefits to suit you: adjust your healthcare cover, your pension or life insurance, whatever stage you're at in life
- Flexible Working: We are an office-first culture and ask that you're in our (dog-friendly) Shoreditch office 3 days a week, with core hours of 10am–4pm
- Time off: You'll get 28 days of holiday (plus bank holidays) and up to 4 weeks to work from anywhere per year
- Family matters: We offer enhanced parental leave, fertility support and parental loss support
- We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!
