accurx - User Support Service Manager (Maternity Cover)

• Boosting CSAT: Implementing strategies to quickly transform customer satisfaction. • Optimising Workflows: Automating responses and processes to drastically reduce first-response and incident response. • Team Development: Raising performance standards and coaching the team to excellence. • People Leadership: Line manage a team of Support Specialists and Seniors. You'll own 1:1s, performance reviews, career development, and hiring/probation decisions, creating an environment where your team can excel. • Daily Operations, Scheduling & Weekend Cover: Lead daily standups, manage the team rota, oversee shift scheduling, and handle leave requests to ensure seamless coverage. This role includes participating in weekend cover to support our 7-day operations. • Onboarding & Training: Own the end-to-end onboarding journey for new hires, delivering and assessing training modules to set a world-class standard from day one. • Quality Assurance & Coaching: Run regular QA reviews and ticket scoring to uncover coaching opportunities and boost CSAT. You'll also scale our QA framework by introducing modern metrics like Intercom CX scores. • AI & Automation: Integrate smart tooling and AI into daily workflows to drive team efficiency, quality, and an elevated support experience. • Incident & Complaint Management: Act as the first commander on operational incidents, coordinating proactive user updates, and manage the end-to-end complaint process to turn negative feedback into actionable insights. • Tech Stack Mastery: Work daily across Intercom (for queue monitoring, routing, and QA), scheduling tools, reporting dashboards, and internal people systems for performance tracking. • WHAT MAKES YOU A GREAT FIT • We need someone who delivers impact fast. • Immediate Momentum: You integrate quickly, build trust effortlessly, and master our tools without hand-holding. You’re energetic, visible, and ready to lead from day one. • The 12-Month Playbook: You’ve successfully transformed KPIs and overhauled service management in a similar SaaS or startup environment before. • Tech-Forward Operations: You’re an automation and AI wizard who knows how to scale efficiency quickly. • Calm Under Pressure: You deliver at pace. When volume spikes or incidents occur, you keep the team focused and the service running smoothly. • Proactive Friction-Fixing: You look past individual tickets to solve root-cause problems in our tools, processes, and user journeys. • Collaborative Diplomacy: You easily bridge the gap between Engineering, Marketing, and Clinical teams, turning user insights into cross-functional action. • WHAT'S IN IT FOR ME? • You'll be joining an established but fast-growing Tech for Good movement, where we're led by our Principles https://www.notion.so/211640edee304821b4480d3f9c30e051 and our mission https://www.notion.so/fe9b12ff78bd4a7996682fc5c09c2d8e to Solve Healthcare Productivity.