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
Accurx is an exceptional employer that prioritises employee well-being and professional growth, making it an ideal place for a User Support Service Manager. With a vibrant office culture in Shoreditch, employees enjoy flexible working arrangements, generous holiday allowances, and unique perks like free meals prepared by an in-house chef. The company fosters a collaborative environment where team development and innovative solutions are at the forefront, ensuring that every team member can thrive and contribute to elevating user experiences to world-class standards.
StudySmarter Expert Advice🤫
We think this is how you could land User Support Service Manager (Maternity Cover)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Accurx. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Accurx before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace User Support Service Manager (Maternity Cover)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Accurx:Your cover letter is your chance to shine! Tell us why you want to work at Accurx specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Accurx!
How to prepare for a job interview at Accurx
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
