At a Glance
- Tasks: Lead a team to elevate user support and enhance customer satisfaction.
- Company: Join a forward-thinking tech company focused on user experience.
- Benefits: Competitive salary, flexible working, generous holiday, and health benefits.
- Other info: Enjoy free meals and a supportive workplace culture.
- Why this job: Shape the future of user support in a dynamic environment.
- Qualifications: Experience in service management and a knack for automation.
The predicted salary is between 40000 - 50000 £ per year.
As the User Support Service Manager, you will directly shape the quality and consistency of our user experience. Your mission is to elevate our support function to a world‑class standard, ensuring Accurx stands out as a market leader during competitive tender processes.
Key Responsibilities & Projects
- Boosting CSAT: Implement strategies to quickly transform customer satisfaction.
- Optimising Workflows: Automate responses and processes to drastically reduce first‑response and incident response times.
- Team Development: Raise performance standards and coach the team to excellence.
What You’ll Manage Day to Day
- People Leadership: Line‑manage a team of Support Specialists and Seniors, own 1:1s, performance reviews, career development, and hiring/probation decisions.
- Daily Operations, Scheduling & Weekend Cover: Lead daily stand‑ups, manage the team rota, oversee shift scheduling, handle leave requests, and support 7‑day operations.
- Onboarding & Training: Own the end‑to‑end onboarding journey for new hires, delivering and assessing training modules.
- Quality Assurance & Coaching: Run regular QA reviews and ticket scoring to uncover coaching opportunities and boost CSAT; scale QA framework with modern metrics like Intercom CX scores.
- AI & Automation: Integrate smart tooling and AI into daily workflows to drive team efficiency and an elevated support experience.
- Incident & Complaint Management: Act as the first commander on operational incidents, coordinate proactive user updates, and manage the end‑to‑end complaint process.
- Tech Stack Mastery: Work daily across Intercom, scheduling tools, reporting dashboards, and internal people systems for performance tracking.
What Makes You a Great Fit
- Immediate Momentum: Integrate quickly, build trust, and master our tools without hand‑holding.
- The 12‑Month Playbook: Successfully transformed KPIs and overhauled service management in a similar SaaS or startup environment.
- Tech‑Forward Operations: Automation and AI wizard, scaling efficiency quickly.
- Calm Under Pressure: Deliver at pace, maintain focus and service running smoothly during spikes or incidents.
- Proactive Friction‑Fixing: Solve root‑cause problems in tools, processes, and user journeys.
- Collaborative Diplomacy: Bridge the gap between Engineering, Marketing, and Clinical teams, turning user insights into cross‑functional action.
What's in it for me?
- Salary £40‑50K
- Benefits to suit you: adjust your healthcare cover, pension or life insurance, whatever stage you're at in life.
- Flexible Working: Office‑first culture, required to be in our Shoreditch office 3 days a week with core hours 10am–4pm.
- Time off: 28 days of holiday (plus bank holidays) and up to 4 weeks to work from anywhere per year.
- Family matters: 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.
User Support Service Manager (Maternity Cover) employer: Accurx
At Accurx, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through opportunities for specialisation and direct involvement with our product team, allowing you to make a meaningful impact in the healthcare sector. With a focus on improving communication in healthcare, working remotely with us means you’ll be part of a mission-driven team dedicated to enhancing the care received by millions across the UK.
