At a Glance
- Tasks: Build and lead a brand-new support function for a global events payments platform.
- Company: Join an innovative events technology company shaping the future of live events.
- Benefits: Competitive salary, hybrid work model, and opportunities to shape your role.
- Other info: Exciting opportunity to influence the support landscape in a dynamic industry.
- Why this job: Create impactful support systems from scratch and drive real change in a fast-paced environment.
- Qualifications: Experience in customer service management and working with outsourced support teams.
The predicted salary is between 60000 - 65000 £ per year.
Salary: £60,000 - £65,000
Location: Hybrid, West London
Support here runs young. It's outsourced, it covers seven days a week from 10am to midnight, and right now nobody owns it end to end. That's the gap you're stepping into.
The company is an events technology platform. It handles point-of-sale and payments for festivals, venues and live events, and it's trusted by organisers across multiple countries. Peak season means real volume, real pressure and cashless transactions that simply cannot go down mid-event.
You’ll report to the VP of Operations and build the support function from the ground up: the SLAs, the training, the knowledge base, the escalation paths and the tooling behind all of it.
Day to day, you’ll own service performance across phone, email, chat and WhatsApp, including a 60-second first response target and priority-based SLAs for High, Medium and Low issues. You’ll manage the outsourced partner as an extension of your own team: setting goals, running QA, holding them to the supplier agreement, and forecasting rotas for cost-efficient cover across the full 7-day window, including weekend on-call for urgent escalations.
You’ll configure HubSpot Service Hub yourself (SLA rules, routing, CSAT, dashboards, workflows), design the escalation matrix from first line through to Product and Finance, and work closely with other teams so tickets land with the right specialists fast.
Non-Negotiables
- Experience managing customer service or CX teams in a fast-paced environment
- Experience managing or working closely with an outsourced / offshore support partner (BPO) at scale
- Confident working with CSAT, first-time resolution and SLA metrics to drive decisions
- Hands-on experience across multiple support channels: phone, email and live chat
- A strong people manager who coaches and develops a team
- Comfortable managing incidents and escalations under live pressure
What You’ll Work With
- HubSpot Service Hub (SLA rules, routing, dashboards, workflows)
- A multi-channel support desk: phone, email, chat and WhatsApp
- A 7-day, 10am-midnight operation with rotating on-call cover
- An outsourced support partner you’ll manage directly
- A first line to Head of Support to Customer Success / Finance / Product escalation matrix
Nice to Haves
- Background in POS, payments or SaaS
- Experience in hospitality or events technology
- Comfort with festival peak seasons and the demands they bring
Why Join / Projects
This isn’t inheriting someone else’s playbook. The support function doesn’t exist yet in its final form, so the SLAs, the knowledge base, the QA process with the outsourced partner and the HubSpot build are all yours to shape. You’ll sit close to Product too: recurring issues you flag here feed straight into what gets fixed next, and you’ll lead the support response whenever an incident hits during a live event. If you want to build something from scratch rather than maintain what’s already there, this is that role.
Head of Support in City of London employer: Prism Digital
Prism Digital is an exceptional employer that values innovation and collaboration, offering a dynamic remote work environment where you can thrive as a WordPress Developer. With a strong focus on employee growth, we provide opportunities for skill enhancement and career advancement while working on a high-traffic platform that reaches millions. Join us to be part of a supportive team that encourages creativity and values your contributions to our success.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Support in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Prism Digital. 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 Prism Digital 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 Head of Support in City of London
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 Prism Digital:Your cover letter is your chance to shine! Tell us why you want to work at Prism Digital 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 Prism Digital!
How to prepare for a job interview at Prism Digital
✨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.
