We're looking for a Manager of Product Support to join us here at GWI. Not just any Manager of Product Support though. Someone ambitious and genuine, who works best in the midst of a collaborative and forward-thinking team. That's because as a GWIer you'll be immersed in the fast-moving world of data tech. We think big to make an impact, we're not afraid to ask why, and we always show respect. Those values are what got us where we are today, and they're a big part of what we're looking for in you.

About the job

A key member of the team, the Manager of Product Support plays an important role in the Product & Tech organisation, and throughout the business. We're looking for someone passionate about solving problems and increasing customer satisfaction through a modern approach to SaaS support and self-serve content. This is a role that truly focuses on the most important part of our business - our users. You will play a key part in helping us build a Product Support team from scratch. Whether it's helping build, coach and manage a team of Product Support Executives, managing the day-to-day running of the service desk or implementing new tooling, processes and SLAs, this role is all about ensuring users get value from our platform and data products.

Ideally, you will have previous experience in a customer support role, working closely with engineering, product and customer-facing teams. You have an entrepreneurial spirit and are comfortable leading and growing a team.

What you'll be doing

• Build, coach and manage a team of Product Support Executives in the US and UK.
• Day to day management of the support function - ticket management, Level 1 troubleshooting, monitoring metrics and escalation when necessary. While we grow the team and define standards, expect the role to be hybrid (50% people management and 50% ticket management and process improvements).
• Partner closely with our Customer Experience, Product and Technology to collaboratively establish clear service levels, objectives and measurements.
• Define and implement new processes, standards and service desk tools that help us do the best job while offering clarity and certainty to our users.
• Act as the main escalation point for customer complaints.
• Learn and develop your expertise with our products, sharing that across the team.
• Ensure the team's individual training needs are met and they have the tools required to deliver a high quality service.
• Foster a customer focussed environment with clear responsibilities and expectations for the team.
• Identifying key trends and potential anomalies to improve our products, partnering closely with Product Operations (Voice of Customer) and User Research.

About you

First things first, as a disruptor in the global market research industry, we haven't come this far without entrepreneurial spirit and a get-up-and-go attitude. So if you think we'll see that in you, then you're already halfway there. Here's the rest of what we'd like you to bring to the table.

Competencies

• Relevant experience managing or mentoring a support team.
• Relevant experience in product support, preferably in a SaaS environment.
• Comfortable defining standards and implementing new tools and processes.
• Comfortable talking to customers and internal stakeholders. Helping them through complex issues, with empathy and respect.
• Experience working with software development teams (product management, development and design)
• Ability to learn quickly, ask relevant questions, and seek out information when faced with an unfamiliar topic.
• Calm under pressure, flexible and able to see through the noise and prioritise accordingly.
• Operational mindset seeking constant improvement and opportunities to simplify.
• High degree of ownership and accountability, with a desire for autonomy.
• Good teamwork and collaboration skills.
• Great written and verbal communication skills.
• Fluency in English with other languages is a bonus.

Our benefits

Great benefits make a big difference. Not just to employees, but to the whole vibe of a business. That's why when you work for us, you'll enjoy a full spectrum of generous perks, rewards and office benefits - all in line with Covid-19 guidelines of course.

• Competitive salary and discretionary bonus
• 25 days annual leave (prorated)
• Hybrid working, flexitime and a great work-life balance (don't just take our word, check out Glassdoor)
• Allocated shares according to GWI's share scheme
• Work from Anywhere policy
• A range of discounts and freebies
• LinkedIn Learning and ongoing Learning and Development opportunities
• Simplyhealth cash plan for everyday healthcare
• Auto-enroll pension plan with GWI matching up to 4%
• Cycle to work scheme and commuter season ticket loan
• Commit a working day to charity each year
• Early finishes on a Friday
• A well-stocked fridge, plenty of snacks (some healthy, some not so healthy)
• Regular social activities, including free online yoga and team outings

Who we are

GWI was founded with the knowledge that understanding your audience is really important for business. When you know who you're speaking to and why, you can create content and campaigns that stand out to the people that matter.

Through our global online survey, we gather data on the behaviour and perceptions of consumers across the world. This provides businesses with deep, actionable insights on their audience, revealed from data they trust.

It's been going well, too. Since launching in 2009, we've become one of the UK's fastest growing target audience companies. We're not about to stop growing any time soon. As a business, we're on a mission to re-engineer data-driven marketing, and we're on the lookout for talented people to join us.

Diversity & Inclusion

Imagine if our data came from just one kind of person. We'd get a very nuanced view of the world. And we definitely wouldn't have got off the ground as a business.

The GWI office is as diverse as our global data, it's really important to us that it stays that way. That means whatever your race, religion, sexual orientation or gender, this is a place to feel at home, express yourself freely and make your mark.

#li-hybrid