Product Support Assistant, HeadBox
Product & Tech Team
£20-25k
2-5 days a week in office
Venue matching platform
Job no longer available
Venue matching platform
21-100 employees
Job no longer available
£20-25k
2-5 days a week in office
21-100 employees
Company mission
To bring people and spaces together to make brilliant things happen, everywhere.
Role
Who you are
- Great communicator – you’ll be the voice of HeadBox to many of our users, so being a clear, concise and empathetic communicator with good written English is super important
- Enjoy problem-solving – Whether it’s for our customers or on our product, getting to the bottom of things is a key part of this job. You’ll need to take ownership, be proactive, and love to learn
- Attention to detail – You’ll be dealing with multiple support requests and projects at any one time, so you’ll need to be organised and stay on top of the details
- Be great to work with – We’re looking for someone who embodies the HeadBox values of brilliance, integrity, empathy, and curiosity
- Flexibility – You’ll be a key point of contact for our Australian franchise, so we’d want to agree some regular crossover time with their working hours
- Experience with customer support and/or QA, if you've used tools such as Zendesk and Jira then that’ll give you an advantage
What the job involves
- In Product Support, you will join the HeadBox Product team, working alongside Product Managers, Designers, Developers, and regularly interacting with team members across the business. You’ll be the first point of contact for Hosts and Guests using the HeadBox platform, troubleshooting their issues and escalating where appropriate. It’ll be up to you to ensure that every support request gets resolved and our customers stay happy. In addition to providing top-notch customer support, we’re looking for someone to get involved with QA for our product development teams. This will involve testing software before it is released, ensuring it functions correctly and matches the specification - helping provide the best experience for our users
- Customer Support – Own and respond to customer support queries coming in via email and chat. Triaging issues, raising bugs and ensuring a resolution is always reached
- Product Feedback – Identify common problems and trends in customer queries, feeding these back to the team to help us improve things
- Listing Review – Review and publish new Space listings, liaising with Hosts if their listing is not quite up to scratch
- Help Centre – Assist with the creation and upkeep of our online Help Centre articles
- QA – Support all Product teams by undertaking functional and user acceptance testing, building a deep knowledge of the platform and being a gatekeeper of the quality of our tech
Application process
- HeadBox is on the lookout for a Product Support Assistant to join our rapidly expanding team. We’re the UK’s fastest-growing event tech brand, on a mission to reinvent the global events industry through technology
- Since our launch in late 2015, we've received £8.2 million worth of investment and we now employ a team of 35 staff members, based nr Liverpool Street station, London. Our platform, website and ecosystem of software products unlock brilliant events for bookers, businesses and venues across the UK, Ireland and Australia
- In 2018, HeadBox was shortlisted for The Sunday Times Tech Track "Ones to Watch" 2018 as well as being listed for the third consecutive year in Startups UK Top 100, ranking at #9
Salary benchmarks
Our take
HeadBox was founded in 2010 with the intention of making booking and planning events easier for businesses. Over the years, the company has built up an impressive list of high-profile business clients such as EY, Skyscanner, EDF and Sky.
HeadBox's edge lies in its simplicity. Its services streamline the often convoluted planning and booking process, which appeals enormously to large companies. By bringing everything together in one platform, and embracing shifting times by supporting virtual events as well as in-person, the company has remained a strong contender in the market.
This approach has supported Headbox's ability to continue doing well despite traditional events companies struggling in recent years. It also remains a relevant voice in the industry, for instance by penning a report into how AI will play a role in the future of the events market.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Apr 2025
$4m
LATE VC
Oct 2021
$2.7m
LATE VC
Total funding: $16.8m
Company benefits
- We operate a 38-hour flexible working week. Typically this is Monday - Thursday 9:00am to 6:00pm and Friday 9:00am - 4:00pm.
- HeadBox committees - Diversity & Inclusion, Health & Wellbeing and Social & Environmental
- Opportunities to visit venues in London, covered by HeadBox
- Regular progression opportunities
- Free volunteering days to help with the HeadBox Social Mission / one of your choice
- Regular training sessions with Senior Management, external providers and speakers
- Your own MacBook
- Cycle to work scheme
- Weekly office drinks and monthly Pizza Thursday
- Enhanced Annual Leave - We offer 28 days annual leave plus all public holidays.
Company values
- Brilliance - Strive to be more than you ever thought you could be
- Integrity - You’re only as good as your word and the actions that follow
- Empathy - Change begins with seeing the world through someone else’s eyes
- Curiosity - Innovation comes by daring to be different and challenging the status quo
Company HQ
London, UK
Leadership
Andrew Needham
(Founder & CEO)Worked in app development and was a Senior Programmer at Accenture. They were the Assistant Vice President at Merrill Lynch, and Associate Director at UBS before launching HeadBox in 2015.
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