Reports to: Director of Operations
Salary banding: £35,000-£45,000 depending on experience
Location: Full time office based role
Context and Overview:
We’re Evergreen Life and we’re on a mission to increase everybody’s healthy and happy years. We’re looking for blue sky thinkers, passionate personalities, and diligent doers to help us make good change happen. We develop software applications and solutions to support this and make great use of cutting edge technology.
Health and wellness are woven into our cultural fabric. It’s what we do and who we are. But we don’t just talk the talk, we believe in prioritising the wellbeing of everyone that works for us.
As a fast-paced, dynamic company, we’re constantly evolving to stay ahead. This means that responsibilities within this role may adapt over time to meet the changing needs of the business and drive our success.
There is a requirement to ensure the right processes, people and technology are in place to provide a ‘first class’ service that is seamlessly integrated with the wider business. Customer Support is the first point of contact for our customers and it plays a vital role in ensuring that requests and handled efficiently and professionally and are escalated to the right resolver group.
As the Customer Support Manager, you’ll be directly involved in customer contact yourself by email (via Freshdesk), Live web chat, and phones as well as leading our small Customer Support team. You will be responsible for ensuring that the team give top-quality service by playing a crucial role in guiding and developing team members, solving escalated cases, responding to on-line reviews in medium such as Trustpilot and helping our team to meet Evergreen Life’s high standards. Of equal importance to leading the team, you will also need to gain a high level of technical knowledge of our app and our digital triage product and ensure that both yourself and the team are always up to date with the latest changes and updates. The successful candidate will not only ensure customer satisfaction through traditional support channels, but will also drive proactive engagement strategies, trend analysis, and product insights, especially around app usage and user interaction patterns. They will act as a critical liaison between our users and product teams, helping shape product improvements and innovation.
Additionally, you will produce reports showing statistical evidence of the team’s performance and customer service and be involved in (and on occasion, run) regular meetings with our Developers. As well as providing a great service to our customers you will also support in the testing of our new product releases whilst proactively managing the support tickets and backlog that may arise from this. A strong ability to make good judgment calls is essential.
Responsibilities:
- You will manage, support, guide and coach our small team of Customer Support Advisors (CSAs) to ensure exceptional service delivery as the ‘face’ and ‘voice’ of Evergreen Life.
- Work alongside the CSAs processing tickets via Freshdesk, being involved in Live web chat and calls yourself on a daily basis and lead by example with clear, patient, and empathetic communication, setting the tone for the team’s interactions with customers.
- Commit to learn and maintain a high level of knowledge of various technical systems, eg Freshdesk, askmyGP (digital triage), the Evergreen Life PHR app, Shopify and Aircall to enable you to be able to answer a high level of issues without having to resort to contacting others.
- Work closely with the Product and Development teams to provide user insights, trends, and pain points to inform product improvements.
- Forecast demand (up and down) for support needs based on user base changes, product launches and feature rollouts.
- Develop the technical knowledge within the Customer Support team and ensure it is up to date.
- Oversee team performance, quality and accuracy of responses to customer queries and issues inline with our SLAs.
- Act as the main escalation point for unresolved or complex customer cases, working closely with other resolver groups when necessary.
- Support release testing and identify post-release issues to ensure new features meet user expectations.
- Identify and implement process improvements.
- Drive customer satisfaction through proactive insights into user interaction, particularly with the Evergreen Life app and digital triage tools.
- Monitor and analyse support data to identify recurring trends and implement corrective actions or process improvements.
- Track and report on key performance indicators (KPIs), identifying training needs and opportunities for development.
- Oversee the accurate logging and management of complaints, Data Protection Issues and Clinical Safety issues (DCB0129 & DCB0160) via Freshdesk and our internal complaints procedure, ensuring they are addressed in a timely and effective manner.
- Review and assign daily priorities within the team, making strategic decisions to address high-priority issues quickly and efficiently.
- Responding to online reviews within our SLAs.
- Working closely with other departments to know when changes to the app and new launches are going to occur and ensure that the support team is fully briefed and any new canned responses are in place.
- Collaborate with senior leadership to provide performance and insight reports, feeding into strategic decisions.
- Perform any other reasonable duties as required to support team and company objectives.
Requirements:
- At least 5 years in a customer support leadership role, preferably in a Service Desk or IT helpdesk environment where a high level of technical knowledge has been attained.
- Strong evidence of having developed excellent customer support skills yourself.
- Excellent verbal and written communication skills. The ability to explain technical solutions in a clear and simple manner is essential.
- Advanced technical troubleshooting experience. Strong level of experience and knowledge of common software and mobile app issues is an advantage.
- Strong analytical and problem-solving skills with a customer-focused mindset.
- Ability to recognise when an issue requires escalation and follow through with appropriate handovers.
- Strong organisational skills with the ability to prioritize and manage multiple tasks efficiently.
- A positive, empathetic, and patient attitude when dealing with customers, ensuring their satisfaction with every interaction.
- Ability to collaborate with other sections such as Product and Development to seek out answers to resolve customer issues efficiently.
- Ability to liaise and on occasions lead, communication with other departments.
Advantageous but not essential (full training will be provided):
- Familiarity with Freshdesk, Freshchat, Aircall, Shopify, and apps.
- IT troubleshooting at a highly competent level.
- An understanding of GDPR and data protection regulations is a plus.
- Experience working in a customer service role within the health tech or IT sector.
- A background in using remote support tools.
- Familiarity with Clinical Safety standards (DCB0129 & DCB0160), or willingness to upskill.
- Clinical system experience.
- Product management or UX exposure.
Benefits:
Evergreen Life Standard benefits package.
