Customer Support Lead London, England
Job description
About us
We’ve grown at an incredibly fast pace since our launch in 2017. We’re the trusted student-recruitment partner to 600 higher ed institutions in 35 countries worldwide. Including the University of Cambridge, Kings College London, Boston University, University of Southern California, NYU Global Services, HEC Paris, and Erasmus.
We’ve raised over $33M from top-tier investors, and we’re on course to achieve our mission of empowering 10 million students to make the right choices in their higher ed journey.
Here’s where you come in
You’ll lead our support function which interacts with our global customer base. From getting new institutions up and running to helping them with their day to day use of the platform, acting as a point of escalation for complex or business-critical issues. You will represent the team to the wider business, liaising with stakeholders and building relationships that enabled the team to partner effectively with other departments.
We're looking for a tech-savvy people person who has high energy, is passionate and committed to providing a great service and growing the adoption of Unibuddy products and services across partner institutions.
What you’ll be doing
Manage a small team of customer support executives, helping them to be successful through coaching and mentoring.
Manage global support escalations, ensuring that critical issues are resolved quickly and effectively.
Create support reports to help the business make data-driven decisions about product improvements and roadmap prioritisation.
Partner with company leaders to identify areas where automation and processes can be improved.
Collaborate with product, engineering, success, and support to make these improvements happen, continuously.
Manage tickets and resolve customer issues during busy periods.
Design, develop and launch cross-functional strategies to improve the customer experience and address internal efficiencies.
Represent the voice of customer support to the wider business through regular performance updates.
Live and breathe customer service, ensuring we deliver the highest standard of Support and consistently exceed market benchmarks.
Maintaining our key KPIs such as CSAT, Onboarding Times, SLAs.
This might be for you if
You have experience in a leading customer support role gained in a SaaS business or corporate environment.
You have experience working with Sales, Engineering, Product and Marketing teams to help prioritise and get resolutions to customer and business challenges.
You are can mentor and coach others to be a high-performance support team - you understand what excellence looks like and how to get there.
You can build effective relationships with internal and external stakeholders.
You are tech-savvy - someone who can talk the same language as our software engineering team.
You’re a problem solver and are not afraid to get stuck right into the weeds with your team, handling tickets and supporting customers.
We know that typically some people only apply to jobs if they see themselves ticking every box. We believe we’re more than boxes to tick. If you don't meet all the requirements but think you might still be right for the role or others, please apply anyway. We're always keen to speak to people who connect with our mission and values.
Perks and benefits
Salary of £45-48k per annum plus stock options.
Highly flexible work culture. Hybrid with 1-day per week in the London office.
25 days of vacation plus national holidays and four additional days company-wide at the end of the year.
Family-friendly policy. Enhanced maternity, paternity and adoption leave.
Private healthcare provided by Bupa.
Mental health support provided by Spill.
Life insurance.
We rock! It’s our people that make us successful. We have 100 employees globally and a fantastic culture. But don’t take our word for it - we’re proud to be named by Built In as one of the best mid-sized companies to work for in the US, Mogul awarded us as a top 100 workplaces for benefits, and we won an award with Flexa as one of the most flexible EdTech & Education companies.
Are you ready to become a buddy? Apply now.
Not quite ready to apply or have some questions? Then you can get in touch with the People Experience team at [email protected]
