Service Desk Manager, Blenheim Chalcot

• 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

• 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

• Be part of the UK’s leading digital venture builder and have the opportunity to be a part of and learn from the incredible talent in BC
• A fun and open, if a little cricket-obsessed, atmosphere
• Discretionary bonus
• 25 days of paid holidays
• Life Assurance – 4 x annual salary. Pension Scheme, Cycle to Work Scheme
• Flexible Benefits: Private Medical and Dental, Gym Subsidiaries

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.