Customer Support Lead

Job Description

Our Mission

We're not your average benefits platform; we're the unordinary force that uplifts people's lives. Our technology is the link that connects the entire benefits ecosystem, creating better outcomes for employers, employees, brokers, and providers.

Our mission is clear: we're here to create a world where everything operates at its very best, ensuring that every employee receives the support they need to live life to the fullest, both at work and beyond.

Your Mission

We’re looking for a Customer Support Lead to build out our Customer Support function and strategy, working with the team to ensure we are getting the best out of them. Be the Customer Support champion within Ben, ensuring everything we do is focused on delivering a great experience for our different user groups - Admins and Employees. You will get broad exposure across the business working closely with senior leaders across departments, taking full ownership of Customer initiatives from start to finish.

Things you will be working on…

• Build out Bens Customer Support strategy, communicating it across teams, building great cross-functional relationships whilst keeping the department running in an efficient and profitable manner in line with our contribution margin.

• Lead on our Admin Support strategy, working closely with Customer Success and our most important clients, acting as a point of escalation for critical issues, ensuring they are happy, measured through CSAT and Resolution metrics. Willingness to roll sleeves up and get stuck in handling highest priority escalations.

• Own Customer Support related KPIs ensuring the team are delivering a great customer experience measured through; First Response Time, Resolution Time SLAs, CSAT, Agent performance + more.

• Work closely with the Management team to define and deliver against Customer Support OKRs, focused on team efficiency, performance, customer happiness and automation.

• Manage and continue to build our customer support team as we scale and expand into new markets, providing coaching and feedback to ensure exceptional service levels. Mentor and develop the team, nurturing an environment where they can excel through innovation and optimisation.

• Develop and execute training programs to enhance the skills and knowledge of team members, with a focus on utilising tooling and AI to minimise repetitive problems and tasks.

• Process oriented and ability to leverage technology and streamline processes to proactively identify, solve and eliminate common issues. Regular analysis of performance, chat bots, what is driving complexity across the team, ensuring key drivers are discussed and shared regularly with our Tech, Product, Customer Success and Operations teams.

• Lead on the development of our Help Centre targeted at different user groups (Admins and Employees), ensuring the Help Centre is the primary source of truth across the business for end users, Customer Support, Operations, Product and Tech Support teams.

• Handle our customers’ data according to our confidentiality and security policies

We think you will excel in this role if you have

• A proven track record in building out high performing Customer Support teams in a fast paced, scale-up B2B SaaS environment.

• Experience and knowledge of support software tools (Zendesk, Intercom, JIRA, Google sheets, Excel or similar).

• Excellent communication skills, written and verbal, work well under pressure and proven to delivering projects to deadlines.

• A genuine passion and desire to help people with great experience dealing with complex and challenging customer queries.

• Very proactive at identifying opportunities to help improve our customers' experience - we expect everyone to take full ownership of their own projects and tasks.

• Ability to analyse data, pulling out key findings and identify next steps.

• The devil is in the detail - Really strong attention to detail.

• A good understanding of information security and how to apply it to sensitive information and customer data.

Our BENefits

(... It's all in the name! 😉)

💰 Competitive base salary and equity, so you own what you build

💳 £100 monthly personal Ben Balance: for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee! This allowance will increase by £50 for each year of service until you reach £250

🔋 £500 annual Learning & Personal Development Ben Balance: plus 3 days paid study leave a year to support you with your professional development

👩🏽‍💻 £500 work from home set up allowance, which you can put towards your home office

🍔 Weekly lunch provided in office so you can spend quality time with the team over some tasty food!

🏖 28 days of holidays a year (plus bank holidays, which you have the option of swapping for days of celebration that are significant to you)

🌴 ...and an option to buy or sell 5 days per year. Also, your holiday entitlement will increase to 30 days at your 3rd year of service!

🍼 Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting

🧠 Comprehensive and tailored mental health support through a leading provider

💪 Access to a Gympass membership!

❤️ Comprehensive Private Medical Insurance

🍿 Team activities: we have quarterly team social budgets to support spending time together and we frequently organise company wide events

📅 Flexible working - we're serious about life/work balance

Diversity and Culture at Ben

We are organically growing a brilliantly diverse, inclusive and respectful bunch of people we are extremely proud of. This should go without saying but all applications are very much welcome. If you need any adjustments to support you with your application, just let us know by emailing jobs@thanksben.com.