Service Desk Manager, Blenheim Chalcot
+ OTE
4 days a week in office
Innovative AI-powered tech venture builder
Job no longer available
Innovative AI-powered tech venture builder
1001+ employees
Job no longer available
+ OTE
4 days a week in office
1001+ employees
Company mission
To be a great place for great people to become great entrepreneurs.
Role
Who you are
- Excellent communication skills: Ability to communicate clearly and effectively with both technical and non-technical audiences cross-functionally, including Customer Success, Product, Engineering, Product Marketing and Leadership teams
- Customer-centric approach: Passionate about providing exceptional customer service
- Strong problem-solving skills: Ability to triage issues and partner with Support Engineers to diagnose technical issues, using ITIL problem management techniques
- Organized and detail-oriented: Ability to manage multiple tasks and prioritize effectively
- Proficiency with JIRA and Notion: Experience using these tools for issue tracking and knowledge management
What the job involves
- In this role, you will play a crucial role in ensuring our customers (including some of the best-known retail ecommerce brands in the UK and US) receive timely and effective support for the Fospha product, improving our customer retention and satisfaction key business metrics
- You will have the opportunity to take ownership of the end-to-end support process and work cross-functionally with teams from Customer Success through to Product and Engineering
- This role offers significant opportunity for growth and development within the company for someone with a passion for customer service and a desire to make a real impact
- Manage incoming support requests: Monitor and respond to issues submitted through our internal service desk (JIRA), surfacing useful information in Notion for stakeholders to self serve latest updates
- Triage and prioritize issues: Assess the urgency and impact of reported problems, categorize them appropriately, and assign them to the relevant team members
- Provide first-line support: Resolve straightforward issues directly and escalate complex problems to the appropriate technical teams
- Track issue resolution: Ensure timely resolution of all support requests and keep customers regularly informed of progress in line with SLAs
- Maintain service desk documentation: Update and improve Support desk internal documentation in Notion to facilitate efficient issue resolution
- Identify trends and patterns: Analyse support requests to identify recurring issues and potential product improvements
- Contribute to service improvement: Implement and maintain ITIL-based service management processes to ensure efficient and effective service delivery
Salary benchmarks
Our take
Blenheim Chalcot is a digital startup venture builder. It raises funding and provides operational support for fledgling companies to allow them to focus on building an exceptional product to take to market. Blenheim Chalcot takes a different approach than its more traditional competitors by investing knowledge, experience, ideas, infrastructure, and funds. Companies are started in-house and given everything they need to become a successful tech firm.
Blenheim Chalcot specialises in SaaS and generative AI startups and more recently has branched into healthcare tech, a rapidly expanding sector. Companies in their portfolio include financial services, education, media and marketing, public services and health as well as sports market companies, with over 60 businesses amounting to more than $500M in annual revenues.
Blenheim Chalcot has had a number of significant exits in the past few years – just 3 years after its launch, ClearScore was acquired by Experian for £275M in 2018. Its portfolio has been responsible for employing over 3,000 people and managing assets exceeding £1.8B. Its laurels then, indicate a savvy and successful business investment venture.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Company HQ
Shepherd's Bush, London, UK
Leadership
Charles Mindenhall
(Co-Founder)Oxford graduate and serial entrepreneur. Previously founded Liberis (small business finance). Currently Board Member at Modulr, trustee of The Royal Foundation of the Duke and Duchess of Cambridge and Youth Zone.
Manoj Badale
(Co-Founder & Managing Partner)Manoj is a serial entrepreneur and the co-founder of Scale Space, Salary Finance, ClearScore, and Modulr among other companies. Alongside this, they serve as a Director at Koodoo, British Council EnglishScore, Fospha and CONTENTIVE.
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