Support Team Lead, Cronofy
£35-50k
Scheduling platform
Open for applications
Scheduling platform
21-100 employees
Open for applications
£35-50k
21-100 employees
Company mission
To be the go-to scheduling infrastructure for high-performance companies globally.
Role
Who you are
- You have opinions on what an outstanding support experience looks like having established excellent support processes in other businesses
- Extensive use of support tooling - Zendesk preferably but not essential
- An ability to identify areas for improvement
- An ability to work autonomously, and take appropriate responsibility
- Being able to communicate with a broad range of stakeholders
- Team leadership or managerial experience would be considered as strong foundations for success in this role
- We know you’ll be an expert in the field of customer support, with the technical capabilities to be hands on. It would be advantageous if you’ve worked with or supported an API or B2B SaaS tool before
What the job involves
- We are looking for a Support Team Lead to manage and grow our already high-performing, G2-award winning Support team with a 97% CSAT rating
- You will be responsible for all aspects of support, ensuring that the team have the correct processes and tools in place to uphold the first-class support already delivered to our customer base
- This role is highly autonomous, and we’re looking for the right candidate to use their experience to further improve the quality of support, and move it forward in their own way
- You’ll work closely with the Operations Lead, Rob, who has previously held this role and can support your growth. You’ll lead by example both hands-on and operationally, take overall responsibility for mentoring support members, and meeting KPIs that determine success
- You’ll have the ownership to run the Support department as you see fit, starting from a framework and structure that is already successful
- Taking ownership of support processes
- Management of the Support team
- Reporting on the performance of the support team
- Identifying gaps in our tools and processes
- Running projects and initiatives that improve the support we provide to our customers
- Providing feedback to the Operations Lead, and wider support team
- Triaging tickets and supporting our customers with a variety of requirements
Application process
- A 30 minute introductory call with our Head of Talent
- A 30 minute introductory call with our Operations Lead
- A 90 minute panel interview with our Operations Lead and CTO, where we will:
- Answer your questions
- Discuss your work history
- Dive into the Cronofy culture
- Ask you to complete a task, which will include both a technical and scenario based assessment
- You will be given the opportunity to set up one to one calls with members of the Cronofy team to help you assess cultural fit
Salary benchmarks
Our take
Managing time should take minimal effort and consider an individual's life with complete respect for their privacy. Cronofy was founded with the intention of providing businesses with a secure and cutting-edge calendar API that meets these needs.
The company's edge comes from the fact that it can be used alongside Google Calendar and Apple Calendar, as well as Office 365, Outlook and Microsoft Exchange. This means that developers can work with just one API while building software.
Cronofy's direct competitors include big name companies such as Google and Apple, which have their own calendar APIs. However, the company's founders boast extensive startup experience, and they have successfully leveraged this to draw significant investment. Cronofy has managed to establish a high profile and secure reputation among businesses, and is in a strong position moving forward.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Jan 2016
$1.6m
SEED
Sep 2013
$0.1m
SEED
Total funding: $1.7m
Company benefits
- Pension scheme matched at 5% (gross)
- 25 days holiday in addition to flexible national holidays. National holidays are added to your holiday allowance and can be taken any time (not just on that day)
- 5 personal development days per year to use for L&D, charitable causes or similar
- Private medical care with Bupa
- Medicash Proactive cash plan for dental, optical etc
- EAP - Employee Assistance Programme providing 24/7 mental health support
- Pleo card for work expenses, hardware, travel etc
- A flexible approach to working; remote, office or hybrid
- A principles driven culture that provides the framework for autonomous decision making and personal development
Company values
- Truth. Honesty is not just the right thing to do. Lies and half-truths can feel expedient in the short-term, but the freedom gained from confronting the truth is where high performance and trust comes from.
- When this baby hits 142kph... The magic happens when we operate at a speed that we can maintain long-term. We favor guidelines over rules and constantly prioritize value delivery without sacrificing the future.
- Back from the future. We immerse ourselves in the future. We continuously question and challenge norms in order to find better answers to the scheduling problems of today and tomorrow.
- Stop and look around once in a while. Knowledge work requires deep focus and mental energy. Social time together as well as away from work is critical to high performance and personal wellbeing.
- Zero in. We start with users and build our priorities around their jobs to be done. Our experiments are thoughtful and collaborative. Successes and failures are reviewed together so we're always improving.
Company HQ
The Lace Market, Nottingham, UK
Articles
Leadership
Adam Bird
(CEO)Adam is a highly technical and experienced technology entrepreneur with a passion for continuous improvement that pervades every aspect of his life. A lover of cycling and craft beer but he never really got on with having a beard for that hipster hat-trick.
Garry Shutler
(CTO)Garry has wide ranging experience as a tech leader including being lead developer at Zopa, the world’s oldest and Europe’s largest peer-to-peer lending service. He’s tackled many challenges that involve scale, highly sensitive data, and where a high degree of accuracy and high level of availability is paramount. He's a husband, father, cyclist, and avid proponent of the Oxford comma.
Diversity, Equity & Inclusion at Cronofy
Mark Harbottle (Head of Talent)
- Cronofy exists to schedule everything for everyone. We can only achieve this goal when we strive to foster an inclusive working environment that inspires innovative thinking. We believe everyone at Cronofy should have equal opportunity to learn, create their best work, and grow in their careers.
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