Head of Customer Support

About Intent HQ
Our mission is to help organisations have more genuine relationships with their customers by using data and machine learning to understand them on a human level and enable marketing personalisation at scale. We're a well-funded scale-up business, having raised £30m from several notable PE investors. We've had an initial focus in the telecommunications sector, landing some of the world's leading telecoms brands including Verizon and O2.
Our clients typically have tens of millions of customers and billions of interaction events each day. We have developed our platform to handle data at this enormous scale efficiently. Intent HQ is unique because we've focused on understanding customer interaction data. We do the hard-specialised work leaving our clients free to focus on integrating the insight into their business, with one Client seeing an additional £26m annual revenue as a result of using our products and services.
Intent HQ is an exciting place to work, we are very proud to have made our debut on the FT1000 Fastest Growing Companies in Europe for 2022! We have a talented team of circa 100 -people (and growing!), with entities in London, Barcelona, Lisbon and New York and collectively speak over 15 languages!
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The Opportunity*
We are looking for an inspiring support leader to lead first line support at Intent HQ. You will be tasked with creating and growing a new team to deliver exceptional support to our customers.
The role will suit someone who is data and results driven, motivated by the challenge of building a new function and a global team, and truly excels in people management and developing others.
This is a full-time permanent role with a hybrid working arrangement split between our London office and working from home.
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In the first 6 months you will...*

• Create and lead the support function, delivering on commercial, strategic, and support objectives
• Work with stakeholders to define a Customer Care strategy to meet our client service requirements
• Define and agree internal SLAs, working closely with department leads
• Set targets for key service metrics, aligning these to wider company goals
• Implement improved tooling to deliver exceptional service in a scalable and cost-effective manner
• Develop a reporting framework to measure support performance
• Identify gaps and ensure readiness to support the launch of new products, services or markets
• Manage support escalations, ensuring that critical issues are resolved quickly and effectively
• Provide hands-on support the team with business-as-usual activities during busy periods

Later you will...

• Build a world class team with the skills and knowledge required to deliver exceptional customer service
• Create a supportive, customer-obsessed culture which celebrates success and encourages ideas
• Implement, increment, and improve our Customer Care strategy to ensure viable long-term, sustainable client relationships.
• Manage our service level agreements, continually tracking performance to ensure SLAs are met
• Evaluate customer satisfaction through relevant KPIs
• Share support data to enable data-driven decisions about our products, processes, and services
• Collaborate with other functions to share customer feedback to influence business decisions
• Advocate for the customer to improve our offerings based on feature requests and reported issues

It’s essential that...

• You are an inspiring leader with a high level of customer and employee empathy, who excels in people management and development
• You have 5+ years’ experience in services or support, having previously created or led a customer facing team
• You have experience working as a support or services professional, with an aptitude for getting engaged with clients to resolve issues
• You are confident working with stakeholders at all levels and have a history of building strong relationships
• You are data driven, detail-oriented and process centric
• You have exceptional problem-solving skills and sound decision-making logic

It’s a big plus if...

• You have delivered projects which resulted in positive change to SLAs, quality and cost metrics
• You have a proven track record of building, leading, and running high performing teams
• You have experience implementing and optimising customer service tools
• You are passionate about customer support and have the vision to implement industry best practice

You’ll be a great fit for us if...

• You have a “customer first” mindset and are committed to providing a great customer experience
• You have a solutions-focused mindset and are comfortable challenging the status quo
• You are deeply driven, not just by your own success, but by creating an environment that provides each person with real opportunity for development and growth
• You thrive on collaboration and are an excellent communicator, with the ability to jump between technical detail and high-level strategy
• You understand the scale up environment and are confident to disrupt where you recognise a need for change
• You have flexibility to work outside core hours whenever needed to support our customers

Diversity & Inclusion
Intent HQ is an equal opportunities employer with an ethos of commitment to promoting and practicing diversity, equality and inclusion at work. At IHQ, different perspectives, ideas and experiences are valued and respected, with fair and equal opportunities provided for all. Our diversity and inclusion efforts have been recognised with us being shortlisted as a finalist for a Women in Tech UK Award, under the Best Tech Employer (51-149 Employees)’ category, an achievement we are very proud of.
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Our Culture*
Working for Intent HQ, you have the opportunity to work with cutting edge technology in an environment where you are encouraged to think and act outside traditional methods. We are a growing business with a flat structure meaning everyone is visible and able to make an impact, not just in their own role, but across the business on a daily basis. We promote a collaborative, innovative and sociable culture, oriented towards performance and competitive advantage. Our DNA is made up of flexibility to all staff with a family friendly approach and focus on personal development. We have high expectations and pride ourselves on our cultural standards.

Benefits

• Flexible working

• Free breakfast daily (when in the office)

• 26 days holiday (increasing with service)

• Pension scheme

• Income Protection with Employee Assistance Programme

• Life Assurance

• Oliva Mental Health platform and counselling
• Higher than statutory maternity/paternity benefits

• Work socials

• Wellbeing programme

• Cycle to work scheme

• Training opportunities

Job Types: Full-time, Permanent