At a Glance
- Tasks: Lead the creation of a top-notch support function for HubSpot, managing multi-channel support.
- Company: Prism Digital, a forward-thinking company based in London.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Join a dynamic team focused on innovation and customer satisfaction.
- Why this job: Shape the future of customer support and make a real difference in user experience.
- Qualifications: Experience in support management and strong leadership skills required.
The predicted salary is between 63000 - 77000 £ per year.
Prism Digital in London is looking for a Head of Support to build and own the HubSpot Service Hub and outsourced support function from the ground up. You will design SLAs, escalation paths, and a knowledge base across seven days, 10am–midnight operation, with close involvement from Product, Finance and Customer Success teams.
You will manage a multi-channel support desk (phone, email, chat, WhatsApp), define metrics such as CSAT and first-response times, and align the outsourced partner.
Head of Global Event Support - Build 7-Day CX with HubSpot in 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 Global Event Support - Build 7-Day CX with HubSpot in 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 Global Event Support - Build 7-Day CX with HubSpot in 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.
