Customer Support Manager, hyperexponential
£55-65k
Offers share options
1-2 days a week in office
AI-powered platform transforming risk and pricing decisions
Job no longer available
AI-powered platform transforming risk and pricing decisions
201-500 employees
Job no longer available
£55-65k
Offers share options
1-2 days a week in office
201-500 employees
Company mission
To build the decision infrastructure that helps the world take on more risk with confidence.
Role
Who you are
- 5+ years of experience in customer support or a related field
- Proven experience managing & growing a multi-geo, enterprise grade customer support team
- Familiarity with customer support tools and software, including Jira Service Desk or similar tools
- Excellent analytical and problem-solving skills
- Strong communication and interpersonal skills
- A dedication to delivering top-quality customer support
- An understanding of working with software development (Product and Engineering) teams
- An understanding of SaaS tooling and ways of working
- A proficient understanding of cloud based infrastructure, networking, and typical systems integrations, ideally including AWS Cloud Practitioner certification (or similar)
- A desire to level up, we will do everything we can to help you get to where you want to go – we value anyone passionate about mentoring and helping their colleagues in the process
- A self-starting attitude: you enjoy managing your own time and work, within a tight-knit, high-pressure but high-support environment. You proactively drive your own personal development and stay up-to-date with the latest industry trends and challenges
What the job involves
- In this role, you'll take on a range of responsibilities to ensure that our customers' needs are met and their issues are resolved efficiently
- Team Leadership: Define & own the strategy creation & execution for our Customer Support team, providing enterprise grade, global support to our customers as we grow over the next year
- Process Optimization: Develop and implement efficient support processes and workflows, ensuring timely and effective issue resolution
- Jira Service Desk Management: Utilise our Jira Service Desk to manage and streamline customer support requests, providing timely and accurate responses, working closely with our technology and model support teams to provide resolutions
- On-Call Responsibility: Overall responsibility for the on-call team, including being on call out of hours and over weekends. Manage the on-call and escalation process, ensuring efficient and effective handling of urgent customer issues
- Growing a Global team: Responsibility for building out our global support team & the management of this team across multiple time-zones
- Change Management: Responsibility for oversight of customer-facing changes across customer support, releases & customer engineering. Supporting with high-risk or out-of-hours customer changes, ensuring a smooth and controlled process.
- Customer Advocacy: Act as a customer advocate within the organization, communicating customer feedback and insights to relevant teams for continuous improvement
- Technical Knowledge: Develop a passion for and in-depth understanding of our SaaS platform to effectively assist customers and provide valuable insights to the product development team
- Documentation & reporting: Create and maintain clear and comprehensive documentation for support processes, troubleshooting guides, and FAQs
Application process
- Initial call with our Talent team to begin the process
- In-depth interview with your future manager
- Skills assessment and scenario-based interview
- Values interview
- We offer!
Salary benchmarks
Our take
hyperexponential was created to provide modelling software to help people and businesses build, deploy and manage analytical models that work with small, sparse and fragmented datasets. Its goal is to make teams more agile, collaborate more deeply, and work more productively.
hyperexponential's pricing and data-driven decision-making software is built for the speciality and commercial insurance markets. The product has broad applications, but the company's initial focus is on speciality insurance, a sector the founders know well, having worked there for more than a decade.
The company's making a name for itself too, working with some of Europe's biggest insurers to transform how pricing decisions are made. And its newest launch, hx AI, blends powerful AI with its core platform to help insurers build smarter models, faster. It's a strong signal that hyperexponential is not just growing, but ready to lead the way.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Jan 2024
$73m
SERIES B
Jun 2021
$18m
SERIES A
Total funding: $91m
Company benefits
- £5,000 for individual and group training and conference budget
- 25 days holiday plus 8 bank holiday days (33 in total)
- Company pension scheme via Penfold
- Mental health and therapy provision via Spectrum.life
- Individual wellbeing allowance via Juno
- Private healthcare insurance through AXA
- Top-spec equipment (laptop, screens, adjustable desks, etc)
- Regular remote & in-person hackathons, lunch & learns, socials and games nights
- Team breakfasts and lunches, snacks, drinks fridge, fun office @ The Ministry
Company values
- We are owners - We help move hyperexponential forward without being told
- We push boundaries - We keep going for ourselves and our customers when most would stop
- We grow - We learn deeply, by making things. We improve through data and insights
- We go deeper - We apply a thoughtful and customer centric mindset to all we do
- We do the right thing - We are usually nice, never disrespectful, and always kind
Company HQ
London, UK
Articles
Leadership
Amrit Santhirasenan
(Co-Founder & CEO)CompSci at the University of York, qualified Actuary and previous Head of Pricing and Analytics of Tokio Marine Kiln, one of the largest managing agents at Lloyd’s.
People progressing
They joined hyperexponential in 2020 when the company still had a fairly small Engineering team. They were given the opportunity to step in as a Team Lead and ended up being one of the first Team Leaders within ProdEng.
Charlotte joined hx in 2022 and progressed from Project Manager to Delivery Lead, now driving strategic programmes and helping scale how we deliver cross-functional work.
Diversity, Equity & Inclusion at hyperexponential
Rotem Ben-David (Head of People Operations & Performance)
- We are committed to diversity and equal opportunity. We believe that the more inclusive we are, the better our work and culture is. We are not yet where we want to be in terms of balance, but it is our mission to build a team that represents a variety of backgrounds and perspectives and we are working hard towards that goal.
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