ABOUT THE ROLE
We're looking for a proactive, solutions-focused professional to lead and evolve our client support and client success operations. This is a highly visible role that sits at the intersection of customer experience, technology, and business operations.
You'll own the day-to-day support function while also driving the systems, processes, and automation that enable exceptional client service at scale. You'll act as the bridge between clients, internal stakeholders, and technical teams, ensuring issues are resolved efficiently while continuously improving the tools and workflows that support our customers.
This is an ideal opportunity for someone who enjoys solving complex problems, thinking in systems rather than individual tasks, and leveraging technology to improve efficiency, visibility, and client satisfaction.
KEY ROLE RESPONSIBILITIES
Client Support & Success
- Own and develop AI driven 1st line support function, with escalation workflows, ensuring queries and issues are managed effectively and in line with SLAs.
- Monitor, manage, and continuously improve support performance, reporting regularly on KPIs, trends, and customer satisfaction metrics.
- Champion the voice of the customer across the business, ensuring client needs are understood and prioritised.
- Work closely with technical and product teams to communicate issues, define requirements, and support successful resolution.
- Support with knowledge hub product updates and communication.
Systems, Process & Automation
- Act as the owner and administrator of the CRM platform, ensuring it supports the evolving needs of the business.
- Drive CRM enhancements, and future system development to improve efficiency and scalability.
- Manage support ticketing systems, workflows, reporting, and knowledge management processes.
- Develop and maintain client-facing self-service resources, support documentation, and knowledge bases.
- Create clear operational processes and ensure best practice adoption across teams.
Cross-Functional Collaboration
- Partner with Client Success, Product, Technology, Operations, and Commercial teams to deliver outstanding customer outcomes.
- Participate in prioritisation discussions, ensuring client impact is considered in decision-making.
- Support change management, training, and adoption of new tools, processes, and system enhancements.
- Provide insights and recommendations to senior leadership on operational improvements and customer experience enhancements.
The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.
WHAT WERE LOOKING FOR
Essential Skills & Experience
- Experience managing customer support, client success, service delivery, or operational support functions.
- Strong project management and stakeholder management skills.
- Experience working with CRM platforms and ownership of business systems.
- Comfortable gathering business requirements and translating them into practical solutions.
- Strong analytical and problem-solving skills with a data-driven approach to decision-making.
- Excellent communication skills with the ability to work effectively across technical and non-technical teams.
Systems & Technology Mindset
- A natural systems thinker who enjoys understanding how people, processes, data, and technology work together.
- Comfortable working with modern business platforms including CRM systems (Monday.com experience preferred), Jira, Confluence, ticketing systems, and workflow automation tools such as N8N.
- Experience supporting system implementations, enhancements, integrations, or automation projects.
- Curious about technology and motivated to continuously improve how work gets done through smarter processes and tools.
- Ability to identify inefficiencies and design scalable solutions that improve both customer and employee experiences.
- An understanding of the AI landscape in terms of efficiency AI and how it can be applied to knowledge work.
