Support Operations Manager, Enthuse
$35-40k
OTE
10% bonus paid quarterly based on KPI and project achievement
More information about location
2+ days a week in office
Donation, fundraising, and event management tools
Job no longer available
Donation, fundraising, and event management tools
21-100 employees
Job no longer available
$35-40k
OTE
10% bonus paid quarterly based on KPI and project achievement
More information about location
2+ days a week in office
21-100 employees
Company mission
To transform digital fundraising, support good causes and to help them grow.
Role
Who you are
- Demonstrable experience in using data and technically minded in your approach to problem solving
- The ability to identify trends and proactively continue to develop an excellent experience for both customer and end-user
- A growth mindset, with a problem solving attitude
- You’ll be a critical thinker with a keen eye for optimisation of the tools we use
- Ability to read and interpret data to inform recommendations for continued improvement
- Demonstrated experience in working with support software
- Experience of working with and finding customer focused solutions
- A good understanding of the inner workings of a Product team, including product roadmaps and tech resolution process
- Meticulous attention to detail
- Working knowledge of digital platforms
- Excellent written and verbal communication skills
- An unwavering positive attitude and a love for helping others succeed
- The ability to bring your own personality to the role
- Some experience in mentoring or leading a small team would be preferable but not essential
What the job involves
- Reporting to the Support Lead, you’ll be critical in improving processes and delivering key projects in the Support team whilst creating the best customer experience for charities and end users. You’ll also help build and grow a company of smart and passionate people. And create a real impact
- To enable our Support Team to manage, monitor and achieve our OKRs and KPIs
- This will involve leading on key projects, such as process and automation implementation, monitoring and improvement, help centre content creation, and data preparation & analysis
- The role will require collaboration across departments, particularly our Customer Success, Product and Sales teams
- Working closely with the Support Lead to support and manage internal change projects
- Independently identifying and leading on process improvement projects
- Improving internal processes and proactively seek solutions for optimisation
- With your strong problem solving skills you will independently validate and provide solutions to both the team and our customers
- Support the wider team to create a sector leading support service
- Support the wider team to minimise churn through more advocacy and reference guides
- Identifying opportunities to improve the customer experience and scoping projects to drive change
- Aggregate, analyse and track users needs to the Product team and help shape our product roadmap
- Partnering with internal teams to ensure customer and internal needs are being met; coordinating with sales, customer, operations and product teams
- Creating, editing and publishing quality knowledge content to improve customer self-service resources
- Support charities and end-users (fundraisers and donors) with support queries
- Support the team with developing a wider knowledge of the industry
- Gain experience in a senior role, becoming second in command of the department and acting manager during Support Lead absence
- As a senior member of the team you could be responsible for the support management of our flagship accounts and deliver best in class support
Salary benchmarks
Our take
Enthuse offers white-label donation, fundraising, and event management tools for charitable organizations looking to streamline operations under their own brand. The company is performing strong, too: over the past decade it has helped facilitate over £100 million in donations, and recently replaced Virgin Money Giving as the London Marathon’s fundraising partner.
The company adeptly expanded to cover virtual offerings, following the digital transformation of the events and fundraising industry over recent years. This sees no sign of receding, and Enthuse's clients include Macmillan Cancer Support, NSPCC, WWF, and Save the Children.
With Gen-Z now almost 50% more likely to give to charitable causes, and this generation more tech-savvy and online than their predecessors, charities will do well to double down on digital avenues. This is true of charities across the globe, and with Enthuse going through a period of international expansion following a funding injection, the company will be there to help them do so.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-17% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2021
$4.7m
SERIES A
Apr 2019
$3.7m
SEED
Total funding: $12.3m
Company benefits
- We celebrate together with an early Friday finish with optional team drinks, team incentives, and a variety of company socials
- We believe in giving back and give you one paid day to fundraise for a charity of your choice
- We want you to travel well with the Cycle to Work scheme, season ticket loan, and a London-based office
- We will support your journey through our learning and development program with an allowance for training each year and Personal Development Plans, as well as a mentor program that offers structured support from senior team members
- Holiday allowance: 25 days holiday and bank holidays (33 in total). We increase holidays based on length of service, so for every year you’re with us, you’ll get an additional day’s holiday up to 28 days. We also offer an additional 5 days of unpaid holiday
- We offer a generous equity options scheme at a fast-growing, stable company backed by socially responsible investors. We give back to all our employees who get us closer to achieving our mission
Company HQ
Finsbury, London, UK
Leadership
Chester Mojay-Sinclare
(CEO & Founder)Previously CEO of Primo Events, was named in the 2018 Forbes 30 Under 30.
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