Support Team Lead

Job Description

About us

Cronofy is a high-growth technology company headquartered in Nottingham, UK, with offices in London and Amsterdam. Our mission is to be the go-to scheduling infrastructure for high performance companies globally.

Over the past 10 years, we’ve grown a self-sustaining, profitable business serving businesses around the world. From market leaders like Wise, GoDaddy, and Indeed through to the smallest tech start-ups. We're truly international, with over half of our customers in the US with the remainder across EMEA and APAC.

We are looking for a Support Team Lead to manage and grow our already high-performing, G2-award winning Support team with a 97% CSAT rating.

The role

You will be responsible for all aspects of support, ensuring that the team have the correct processes and tools in place to uphold the first-class support already delivered to our customer base.

This role is highly autonomous, and we’re looking for the right candidate to use their experience to further improve the quality of support, and move it forward in their own way.

You’ll work closely with the Operations Lead, Rob, who has previously held this role and can support your growth. You’ll lead by example both hands-on and operationally, take overall responsibility for mentoring support members, and meeting KPIs that determine success. You’ll have the ownership to run the Support department as you see fit, starting from a framework and structure that is already successful.

Responsibilities

• Taking ownership of support processes
• Management of the Support team
• Reporting on the performance of the support team
• Identifying gaps in our tools and processes
• Running projects and initiatives that improve the support we provide to our customers
• Providing feedback to the Operations Lead, and wider support team
• Triaging tickets and supporting our customers with a variety of requirements

Your capabilities

• You have opinions on what an outstanding support experience looks like having established excellent support processes in other businesses
• Extensive use of support tooling - Zendesk preferably but not essential
• An ability to identify areas for improvement
• An ability to work autonomously, and take appropriate responsibility
• Being able to communicate with a broad range of stakeholders
• Team leadership or managerial experience would be considered as strong foundations for success in this role

We know you’ll be an expert in the field of customer support, with the technical capabilities to be hands on. It would be advantageous if you’ve worked with or supported an API or B2B SaaS tool before.

How we work

We can support a predominantly remote, office-based or hybrid working model. We really do value face to face time and encourage teams to spend regular time together at our offices or suitable locations.
Given our Support team covers the UK and Amsterdam, we meet in a mixture of Nottingham (HQ), London, and Amsterdam offices.

We work hard but insist that everyone considers the balance between this alongside life and responsibilities outside of work. We use our principles to guide our behaviour as people and form the basis for our day-to-day decision making.

We are direct with our dealings with each other. We continuously work to build mutual trust so that we can give each other feedback without fear of it being taken personally.

Hiring process

• A 30 minute introductory call with our Head of Talent
• A 30 minute introductory call with our Operations Lead
• A 90 minute panel interview with our Operations Lead and CTO, where we will:
  Answer your questions
  Discuss your work history
  Dive into the Cronofy culture
  Ask you to complete a task, which will include both a technical and scenario based assessment
  
  
• You will be given the opportunity to set up one to one calls with members of the Cronofy team to help you assess cultural fit

What we offer

• £35,000 - £50,000 annual salary dependant on experience
• Pension scheme at 5% gross
• 25 days holiday in addition to flexible national holidays. National holidays are added to your holiday allowance and you're not required to take them on the corresponding day.
• 5 personal development days per year to use for L&D, charitable causes or similar
• Private medical care with Bupa
• Medicash Proactive cash plan for dental, optical, etc.
• EAP - Employee Assistance Programme providing 24/7 mental health support
• Extended maternity and paternity leave for new parents and adoption
• Pleo card for work expenses, hardware, travel, etc.
• A flexible approach to working; remote, office or hybrid
• A principles-driven culture that provides the framework for autonomous decision-making and personal development

Our approach to equality, diversity and inclusion
At Cronofy we know that an inclusive working environment is the single best approach to ensure high-performance and inspire innovative thinking. The magic happens when we bring multiple perspectives together to solve the scheduling problems of today and tomorrow. This requires that everyone at Cronofy has equal opportunity to grow, learn, deliver their best work, and develop their careers.