Support Manager

Our MissionWe're not your average benefits platform; we're 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're 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 MissionAs 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 effectivenessCreating and monitoring key performance metrics to drive actionable insights and support decision-makingDelivering AI-first adoption techniques to streamline support processes and enhance customer experiencesSupporting and managing a team of 6+ support professionals, fostering their growth and developmentDeveloping and executing capacity planning strategies to maintain optimal support workloadBuilding strong relationships with key stakeholders to amplify the voice of the customer in product developmentManaging incidents and deploying swift, effective action plans to maintain healthy support operationsTranslating company vision, OKRs, and business requirements into actionable support strategiesYou will love this role if you have...Experience in managing support teams of 6 or more in a fast-paced SaaS environmentProven track record in driving efficiency and implementing data-driven support strategiesStrong analytical skills with the ability to derive actionable insights from complex data setsExperience with chat-based support software, particularly IntercomProficiency in capacity planning and workload managementDemonstrated ability to lead AI adoption initiatives in customer supportExcellent communication skills with the ability to engage effectively at both customer and technical levelsStrong incident management skills with the ability to quickly deploy effective action plansA passion for delivering exceptional customer experiences and driving continuous improvementAbility to balance individual contributions with effective team managementRequired: Experience managing support teams, strong analytical skills, proficiency with support software, and excellent communication skills.Desirable: Experience with AI adoption in support, advanced capacity planning skills, and deep understanding of SaaS ecosystems.Our compensation & benefitsIt’s important to us to practise what we preach when it comes to our benefits. We know what good looks like and we want to provide the best for our team, with a comprehensive and inclusive benefits package. We’ve built an offering that provides a selection of benefits across 5 key pillars: health & wellbeing, family, lifestyle, finance and social. This means you have a choice over the things that are most important to you. You can see a selection below, along with the full offering here. 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 eventsDiversity and Culture at BenWe 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 [email protected].