Senior Global Role | Digital Customer Support

THE TEAM & THE JOB

Our mission is to build the world’s best panel, made up of millions of members who experience the most enjoyable, engaging and rewarding data sharing experience of any data company in the world. As part of the department responsible for growing panel membership worldwide, our member support function plays a critical role in delivering world-class service to millions of members worldwide, handling tens of thousands of support requests from members each month.
The Senior Member Support Manager will oversee and deliver the transformation of our support function into a high-performing, data-driven, and technology-enabled operation. This role will lead the execution of a new global member support strategy, embedding a first-time resolution mindset, scaling operations, and future-proofing service delivery through automation, self-serve solutions, and AI technologies.
You will be accountable for the team performance and service delivery outcomes on a global scale. Your mission will be to elevate the member experience, deliver operational excellence, and champion service innovation. This is a high-impact management role requiring strong strategic mindset, operational expertise, leadership, process innovation, and a relentless focus on member advocacy.

WHAT YOU WILL BE DOING
Leading Support Digital Transformation
• Delivering on plans to meet our “Inbox Zero” objective, increase first-time resolution of requests and reduce overall resolution times through enhancement of our digital support offering.
• Leading the operational transition to omnichannel support and scaling future service delivery capabilities.
• Owning our support and reputation platforms (Zendesk & Trustpilot), ensuring maximum use of product features to meet our objective and key results.
Implementing Robust Policy & Processes
• Developing and refining SOPs, escalation frameworks, and support policies to enable scale, compliance, and quality.
• Delivering initiatives to optimise digital support workflows, knowledge bases (for both members and employees), tools, and resources.
• Leveraging data and insights to design smarter, more efficient processes, using trend analysis to identify issues before they escalate.
• Continually refining support processes, to enhance member outcomes, and proactively address emerging service needs.
Effective Workforce Management
• Managing a global support team of fifteen agents/supervisors, ensuring high standards of performance and accountability.
• Fostering a culture of excellence and care, to ensure every member interaction reflects the world’s best panel.
• Leading hiring, talent evaluation, training, skills development, and coaching initiatives to build a highly capable, future-ready team.
• Serving as escalation point for complex or sensitive member cases, ensuring swift, effective, and member-centric resolutions.
Ensuring Operational Excellence
• Establishing and monitoring key operational KPIs and SLAs across markets, ensuring consistent delivery of exceptional service levels and customer/member satisfaction scores.
• Implementing robust quality assurance processes to uphold high service standards and identify opportunities for service enhancement.
• Delivering lean, efficient operations including effective ticket triaging, backlog management, and advanced workforce planning to meet evolving member and business needs.
Cross-Functional Collaboration
• Acting as ambassador for our members, collaborating closely with Platform, Operations, Research, and Product teams to identify and resolve recurring issues.
• Proactively advocating for support needs in cross-functional forums, influencing product roadmaps, service design, and process innovation.
• Promoting the role and value of the Member Support team internally, show-casing service excellence.

KEY RESPONSIBILITIES

WHAT YOU NEED TO KNOW (TECHNICAL & BEHAVIOURAL SKILLS/COMPETENCIES)
• 10+ years of experience leading high-growth, high-volume, digitally focused customer/member support operations at scale.
• Proven experience of building and scaling global online support operations and omnichannel service ecosystems (email, live chat, self-service support).
• Demonstrated ability to meet SLAS, set KPIs and build standard-operating-procedures.
• Relentlessly customer/member-focused and passionate about delivering best experience for our members.
• Substantial hands-on experience of maximising value from support platforms (we use Zendesk) and managing digital transformation initiatives.
• Strong analytical capability and data-driven decision making, with advanced reporting and insight generation skills.
• Strong management and coaching skills, with a passion for developing and empowering diverse, inclusive teams.
• Proactive, solutions-oriented mindset with a strong bias for action and continuous improvement.
• Excellent stakeholder management, communication, and influencing skills across all levels of the organisation.
• Excellent collaborator, with a record of delivering cross-functional projects at pace.
• Enthusiastic about emerging technologies and their role in shaping next-generation digital service models.

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