Support Manager, Ben
Equity available
3-5 days a week in office
We're not your average benefits platform; we're the unordinary force that uplifts people's lives.
Be an early applicant
We're not your average benefits platform; we're the unordinary force that uplifts people's lives.
101-200 employees
Be an early applicant
Equity available
3-5 days a week in office
101-200 employees
Company mission
To create a world where everything operates at its very best, ensuring that every employee receives the support they need to live life to the fullest, both at work and beyond.
Role
Who you are
- Experience in managing support teams of 6 or more in a fast-paced SaaS environment
- Proven track record in driving efficiency and implementing data-driven support strategies
- Strong analytical skills with the ability to derive actionable insights from complex data sets
- Experience with chat-based support software, particularly Intercom
- Proficiency in capacity planning and workload management
- Demonstrated ability to lead AI adoption initiatives in customer support
- Excellent communication skills with the ability to engage effectively at both customer and technical levels
- Strong incident management skills with the ability to quickly deploy effective action plans
- A passion for delivering exceptional customer experiences and driving continuous improvement
- Ability to balance individual contributions with effective team management
- Required: Experience managing support teams, strong analytical skills, proficiency with support software, and excellent communication skills
- Desirable: Experience with AI adoption in support, advanced capacity planning skills, and deep understanding of SaaS ecosystems
What the job involves
- As a Support Manager, you will be instrumental in driving efficiency, enhancing customer satisfaction, and fostering innovation within our support ecosystem
- Your role will be pivotal in ensuring our support function operates at its peak, leveraging data-driven insights and AI-first strategies to deliver exceptional customer experiences
- The Support Manager position at Ben is a hybrid role: part individual contributor and part people manager
- We think of it as a “player-coach” role because of the dynamic of leading your team, coaching and developing each team member whilst also contributing to the output volume
- Building and implementing data-driven strategies to continuously improve support efficiency and effectiveness
- Creating and monitoring key performance metrics to drive actionable insights and support decision-making
- Delivering AI-first adoption techniques to streamline support processes and enhance customer experiences
- Supporting and managing a team of 6+ support professionals, fostering their growth and development
- Developing and executing capacity planning strategies to maintain optimal support workload
- Building strong relationships with key stakeholders to amplify the voice of the customer in product development
- Managing incidents and deploying swift, effective action plans to maintain healthy support operations
- Translating company vision, OKRs, and business requirements into actionable support strategies
Salary benchmarks
Our take
The way companies reward their employees today is often a one-size-fits-all model that hasn't evolved to meet the demands of the modern workforce.
Businesses wanting to attract top talent frequently look for ways to win over candidates with additional work perks like free lunches, healthcare and discounts. However, this benefits infrastructure is inflexible and so Ben wants to become this infrastructure.
By issuing prepaid payment cards to each team member, Ben allows employees to choose how they want to be rewarded. This unlocks benefits that people actually want while reducing the amount of admin. It is also working to become a Ben is looking to solve a problem the problem of benefit flexibility. Benefits aren't flexible, but why? We argue it's because the infrastructure itself isn't flexible and therefore, we have the ambitious goal which is to essentially become the financial infrastructure of employee benefits. Prepayments cards are part of the proposition to enable benefit flexibility, but they alone don't solve the problem. We therefore need to be more than a SaaS platform. We need to be a data company, a marketplace and so much more to make this happen!
It's this handing over of autonomy which differentiates them from others in the space. By putting the decision making in the hands of employees, it will allow companies to see how their workforce wants to be rewarded and extract meaningful insight through detailed spend analytics with zero hassle.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
38% female employees
106% employee growth in 12 months
Glassdoor (4.5)
Company
Employee endorsements
Open and honest communication
"At Ben we pride ourselves on being able to have open and honest dialogs with our colleagues and leaders. We have weekly 121 meetings with our line..."
Funding (2 rounds)
Aug 2022
$16.6m
SERIES A
Jan 2021
$2.2m
SEED
Total funding: $18.7m
Company benefits
- 💳 £100 monthly personal Ben Balance: for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee! This allowance will increase by £50 for each year of service until you reach £250
- 🔋 £500 annual Learning & Personal Development Ben Balance: plus 3 days paid study leave a year to support you with your professional development
- 👩🏽💻 £500 work from home set up allowance, which you can put towards your home office
- 🏖 28 days of holidays a year + bank holidays
- 🌴 ...and an option to buy or sell 5 days per year. Also, your holiday entitlement will increase to 30 days at your 3rd year of service!
- 🧠 Comprehensive and tailored mental health support through a leading provider
- 🍿 Team activities: we have quarterly team social budgets to support spending time together and we frequently organise company wide events
- Eyecare vouchers
- DNA Profiling & Epigenetic Testing
- Work-from-anywhere scheme: you have the option to work from anywhere for up to 3 weeks 2x a year
- Assisted Reproduction paid leave & support
- 🍔 Weekly lunch provided in office so you can spend quality time with the team over some tasty food!
- 🍼 Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting
- 💪 Access to a Classpass membership!
- ❤️ Comprehensive Private Medical Insurance, Healthcare Cash Plan & discounted cancer screening
- Cycle-to-work & electric vehicle salary sacrifice schemes
- Life Insurance
- Season ticket loans
Company HQ
Farringdon, London, UK
Leadership
Sebastian Fallert
(CEO)Previously the MD of Secret Escapes (UK & Germany)
David Duckworth
(COO)Worked in consulting and venture capitalism, and founded the SaaS marketplace Mixer.
Diversity, Equity & Inclusion at Ben
Alicia Riley (Senior People Lead)
- We are organically growing a brilliantly diverse, inclusive and respectful bunch of people we are extremely proud of. This should go without saying but all applications are very much welcome. If you need any adjustments to support you with your application, just let us know.
- We provide comprehensive mental health support for all employees
- We provide enhanced parental leave policies and salary-sacrifice nursery schemes to help parents & carers
- We offer individuals the ability to swap bank holidays for days of celebration that are important to them
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