Lead / Head of Customer Experience & Support, CharlieHR
£75.5-84k
Building great HR tools for small businesses
Be an early applicant
Building great HR tools for small businesses
21-100 employees
Be an early applicant
£75.5-84k
21-100 employees
Company mission
To help small businesses thrive by becoming their first in-house HR expert.
Role
Who you are
- Analytical, data driven and curious about customer behaviour
- Excellent communicator
- Experience designing low-touch CS strategies
- Clear strategy setting and ruthless prioritisation
- SaaS leadership experience (~2-5+ years) across Customer Experience and Support
- Ability to quickly develop deep product expertise
Desirable
- Experience with Planhat and/or Intercom
- Interested in HR and small businesses
What the job involves
- Lead, mentor, and grow a high-performing team across Customer Experience and Support (currently 3 team members but with plans to grow), embedding strategic thinking and operational excellence across everything we do
- Play a key role in our Senior Leadership Team, driving company strategy and collaborating cross-functionally to ensure alignment across all strategic plans
- Define and drive our customer retention and support strategies, partnering with Product, Sales, Marketing to help deliver seamless customer journeys
- Systematically leverage customer data (usage, health scores, support signals) to evolve our retention and support strategies, optimise the customer journey and propose impactful product improvements across our core product and add-ons
- Provide leadership and oversight for proactive and reactive customer communications (lifecycle emails, in-app guidance, support responses), aiming to enhance customer engagement, build trust, and foster long-term loyalty across all touch-points
- Responsible for defining and tracking key success metrics that drive business outcomes across Success and Support (e.g. MRR and logo churn, CSAT, response times, NPS, renewal rates)
- Own and optimise our tools (Planhat for health/adoption, Intercom for support) to set our Customer function up to deliver against business goals
Application process
- 1. Apply with your application
- 2. Phone interview
- 3. First stage interview & at home task
- 4. Final stage interview
Our take
Charlie HR are building well-designed and easy-to-use tools for companies to manage their people.
Scaling a small business is hard, and one thing founders and early employees don't want to have to think too much about is the admin behind growing a team.
With the increasing number of startups in the UK, Charlie HR have a growing market to capitalise on. The HR software space is a little crowded, so it will be important for them to keep their strong brand and focus on the niche they're in.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Career progression
"Charlie have a super clear progression framework so you know where you sit and what you need to do to progress. Management are incredibly..."
Funding (1 round)
Mar 2016
$1.4m
SEED
Total funding: $1.4m
Company benefits
- £750 yearly Work Your Way budget
- £30 monthly Wellbeing budget
- 25 days annual leave + public holidays + Christmas break
- 90 bookable "nomad working" days outside of the UK each year
- 9 day fortnights. We have every other Friday off as a company
- 4 bookable “Personal Days” for when you need time for your mental healthPrivate Health Insurance from Vitality
- A one-month sabbatical paid at 50% of salary, for every 3.5 years worked at Charlie
- Private Health Insurance from Vitality
- Quarterly Exploration Days where you can work on whatever across the company
- A lovely office space in East London's pet-friendly Second Home
- Live anywhere in the UK; we have 5 set days per year that we require the team to be together in our London office, but you have the flexibility to live anywhere in the UK
- Enhanced Equal Parental Leave policy
- Cycle-to-work scheme
- No fixed working hours; you take ownership over how you get your work done
- Company-wide Learn Your Way Fund to bolster your L&D
Company values
- We get uncomfortable - Engaging in team and company discussions where you may feel out of your depth. Picking up and getting involved in work that gets you out of your comfort zone
- We give energy - Bringing energy to meetings. Offering solutions to other’s challenges. Starting discussions from a place of possibility rather than impossibility
- We drive for results - Questioning if there’s a faster or more efficient way to achieve a desired outcome. Meeting expectations as to when results or goals should be hit
- We are humble - Being open minded to new ideas, and love challenging each other in a positive way. Celebrating success as a team, not individuals
Company HQ
Spitalfields, London, UK
Articles
Leadership
Ben Gateley
(Co-Founder & CEO)Previously co-founded Born Social and The Eleven Enterprises Limited.
Rob O'Donovan
(Co-Founder)Also the co-founder of Foundrs and Born Social.
Tom Carrington Smith
(Co-Founder)Co-founder of Velo. Previously co-founded Kernel. They also served as the Interim Head of Product at Oyster and Product Lead at Entrepreneur First.
People progressing
Joined as a Senior Software Engineer. Promoted to Head of Engineering after 1 year.
Ciara joined Charlie as a Customer Success Associate and in 6 months was promoted to an Account Manager.
Diversity, Equity & Inclusion at CharlieHR
Yasmin Lord-Pottinger (Senior People & Talent Partner )
- Our mission for our team is to Make Work Better; we are committed to investing in and supporting diversity, equity and inclusion within our organisation and eliminating unlawful discrimination. Our aim is to be truly representative of all groups within society, and for every team member to feel that they belong, are given every opportunity to thrive, and are respected fully for their opinions
- We have specific diversity targets for our team as part of our two year goals, and place a real emphasis on inclusive hiring practices to attract, maintain and report on the diversity of our candidate pipeline and hires
- We are committed to providing anything which enable success, and always create our policies to be as inclusive as possible i.e. flexible working hours, remote working, nine day fortnights, bookable Personal Days etc
- We are audited by Fair HQ annually to assess our Diversity, Equity and Inclusion as a company. We currently hold a ‘Leading’ status with FairHQ and are working to maintaining that.
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