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For Companies At a Glance
- Tasks: Drive efficiency and enhance customer satisfaction in our support ecosystem.
- Company: Join a unique benefits platform dedicated to uplifting lives.
- Benefits: Competitive salary, equity, generous holiday, and personal development allowances.
- Why this job: Be a player-coach, leading a team while making a real impact.
- Qualifications: Experience managing support teams and strong analytical skills required.
- Other info: Enjoy a hybrid work environment with a focus on diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
Our Mission
We are not your average benefits platform; we are 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 are 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
As a Support Manager, you will be instrumental in driving efficiency, enhancing customer satisfaction, and fostering innovation within our support ecosystem. Your role will be pivotal in ensuring our support function operates at its peak, leveraging data-driven insights and AI-first strategies to deliver exceptional customer experiences. The Support Manager position at Ben is a hybrid role: part individual contributor and part people manager. We think of it as a "player-coach" role because of the dynamic of leading your team, coaching and developing each team member whilst also contributing to the output volume.
Things you will be working on...
- Building and implementing data-driven strategies to continuously improve support efficiency and effectiveness
- Creating and monitoring key performance metrics to drive actionable insights and support decision-making
- Delivering AI-first adoption techniques to streamline support processes and enhance customer experiences
- Supporting and managing a team of 6+ support professionals, fostering their growth and development
- Developing and executing capacity planning strategies to maintain optimal support workload
- Building strong relationships with key stakeholders to amplify the voice of the customer in product development
- Managing incidents and deploying swift, effective action plans to maintain healthy support operations
- Translating company vision, OKRs, and business requirements into actionable support strategies
You will love this role if you have...
- Experience managing support teams, strong analytical skills, proficiency with support software, and excellent communication skills.
- Proven track record in driving efficiency and implementing data-driven support strategies
- Strong analytical skills with the ability to derive actionable insights from complex data sets
- Experience with chat-based support software, particularly Intercom
- Proficiency in capacity planning and workload management
- Demonstrated ability to lead AI adoption initiatives in customer support
- Excellent communication skills with the ability to engage effectively at both customer and technical levels
- Strong incident management skills with the ability to quickly deploy effective action plans
- A passion for delivering exceptional customer experiences and driving continuous improvement
- Ability to balance individual contributions with effective team management
Desirable: Experience with AI adoption in support, advanced capacity planning skills, and deep understanding of SaaS ecosystems.
Our compensation & benefits
Competitive base salary + 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 & Development allowance: 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 kitting out 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!
Generous work-from-anywhere scheme, allowing you to work from abroad for up to 3 weeks, twice a year
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 choice of fitness memberships
Comprehensive Private Medical Insurance
Funded Life Assurance cover with the option to voluntarily increase
Team activities: we have quarterly team social budgets to support spending time together and we frequently organise company wide events
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.
Support Manager in London employer: Ben
Contact Detail:
Ben Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by practising common questions related to support management. Think about how you can showcase your analytical skills and experience with AI adoption in customer support. We want to see you shine!
✨Tip Number 3
Showcase your passion for customer experience! During interviews, share specific examples of how you've driven efficiency and improved support processes in previous roles. Let us know how you can bring that magic to our team!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our unordinary mission!
We think you need these skills to ace Support Manager in London
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! We want to see how much you care about delivering exceptional customer experiences and driving continuous improvement.
Be Data-Driven: Since we're all about data-driven strategies, make sure to highlight your analytical skills. Share examples of how you've used data to improve support efficiency or customer satisfaction in your previous roles.
Tailor Your Application: Don't just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific skills and experiences that align with the Support Manager role. We love seeing candidates who understand our mission and values.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Ben
✨Know Your Stuff
Before the interview, dive deep into the company's mission and values. Understand how they connect with their benefits platform and be ready to discuss how your experience aligns with their goals, especially in driving efficiency and enhancing customer satisfaction.
✨Showcase Your Leadership Skills
As a Support Manager, you'll need to balance team management with individual contributions. Prepare examples of how you've successfully led teams, coached individuals, and implemented data-driven strategies that improved support operations.
✨Be Data-Driven
Since the role involves leveraging data insights, come prepared with specific metrics or case studies from your past experiences. Discuss how you've used analytics to drive decision-making and improve customer experiences in previous roles.
✨Engage with AI Adoption
With a focus on AI-first strategies, be ready to talk about any experience you have with AI in customer support. Share your thoughts on how AI can enhance support processes and be prepared to discuss innovative ideas for its implementation.