Customer Support Manager

Please note that this is a fully remote, UK based role and you must be comfortable working in a UK timezone, with core hours around 9:00am-5:00pm GBT.

About us:

Is it time to make a change and place purpose at the heart of your career? Commonplace has a vital role in improving our planet and our communities. Join an award-winning team in #techforgood and #bcorp platform Commonplace, a fast-growing Series A startup in the digital engagement space.

Commonplace connects people with the places where they live, work or play. Our customers, typically working in the built environment (real estate developers, housing associations, local government, rail & energy companies, architects and planners), host inclusive conversations on Commonplace to create trusted collaborations and co-design, which improve the quality of life and fabric of neighbourhoods.

We know that our product delivers extraordinary engagement from communities, and insights to our customers. We’ve launched over 2000 Commonplaces and reached 8m people across the UK and a few 100ks abroad. We’re growing fast, as are the expectations of our communities and customers.

In order to unlock our next phase of growth, this role will help us deliver an enhanced user experience across the UK and beyond, while keeping a keen eye on effective scalability. We’re super excited about this opportunity to extend our reach, deliver greater impact and we’re ready to power up our team.

About the role:

As a B2B2C SaaS platform, we have two distinct sets of groups on Commonplace. Our customer users are the ones who prepare and publish their Commonplaces. Our community users are respondents from the local area who want to have their say.

We publish a few dozen Commonplaces each month and the Customer Support Team is there to power up both customer and community users to get the most out of the platform. You will lead a small but growing team of Customer Support executives who our users rely on to optimise their Commonplaces and answer any queries.

While the team will focus mainly on responding to queries and requests for support, you’ll be helping them and your colleagues across the company to reduce the volume of inbound requests. You have a key role in defining, testing and rolling out new features, evolving our knowledge resources and developing processes that maximise self service and boost the user experience.

As your team continues to grow and establish itself, you’ll be increasingly called upon to support with other initiatives around the company that are focused on quality of delivery.

Skills and experience:

– You must be comfortable working in a UK timezone with core hours around 9:00am-5:00pm GBT
– You’ll have prior experience of working in or managing customer service or support, ideally for a digital consumer platform or SaaS solution.
– You’re ‘good with tech’ and enthusiastic about digital experiences, you’ll be highly literate of common online platforms and SaaS products such as Hubspot, Zendesk, Jira, Helpscout. Knowledge of these specific systems is not required, but you’ll be a power user of a modern software stack.
– You’re keen to learn new techniques to improve the user experience, by running simple database queries, developing new configuration hacks or discovering new solutions.
– You’ve proven that you’re great with people, and that you’re ready to manage and motivate a small team towards achieving top performance.
– You’re passionate about metrics, understanding volume and response performance, curious about reasons for contact.
You’re super organised and ready to role-model making things happen.
– You’ll be a good writer, preparing saved replies, knowledge base articles and in app-education journeys.
– Fluent in English and confident communicating with external and internal stakeholders.
– You’re a good communicator on screen, confident in providing video-based training sessions for our customer users.

Behaviours:

– Laser focused on user experience.
– Detail oriented, great at spotting and discovering problems.
– Happy to compromise through appropriate commercial prioritisation.
– Champion a culture that delights users and keeps the company focused on our goals.
– Quick-thinking, and ready to make decisions on the go, without having all the info to hand.
– Comfortable working remotely with users and colleagues.
– Ready to work in an entrepreneurial environment with some uncertainty and oodles of

Our Culture:

Our team is proud of our supportive and inclusive culture, and we are committed to making Commonplace welcoming to everyone who comes to work with us. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Core Values:

– Collaborating to make better decisions, faster
– Accelerating growth in sales, customer value and community impact
– Acting with integrity to make fair decisions and be kind to each other
– Being brave in the way that we shape the future