Head of Support

AD Signal; Holiday (FL); Remote; GBP 55,000; Full time

Job summary

An established industry player seeks an experienced customer and technical support leader to enhance their internal support function. This role offers a chance to lead a dynamic team while ensuring operational efficiency and scaling support processes. The company values collaboration and invests in its employees' growth, providing a supportive remote work environment. With a strong focus on work-life balance and a commitment to employee well-being, this position is ideal for someone looking to make a significant impact in a rapidly growing organization.

Benefits

Training Budget

Pension Contribution

Share Options

Health Care Plan

Flexible Working Hours

Remote Work Equipment

Maternity & Paternity Benefits

Side Projects Encouragement

Qualifications

• Extensive experience in team management, especially with early career employees.
• Understanding of customer support challenges in scaleup businesses.

Responsibilities

• Lead and manage the support team while scaling operations.
• Work with the executive team to ensure proper support resources.

Skills

Team Management

Customer Support Processes

Stakeholder Management

SRE Processes

Video Content Knowledge

Job description

About us

We are a small, fast-moving, and enthusiastic team. We love folks who ask questions and aren't afraid to point out where things can be improved. We also prize folks who can say 'I don't know'. We'll take an ounce of humility and honesty over a ton of over-confidence any day. We’re highly collaborative and encourage people to contribute and help each other. We also believe in building the role around the person, rather than the person around the role. We believe in investing in our team and ensure all staff have a comprehensive career development plan. This includes a training budget and training days, but also opportunities for growth and to learn or flex new skills in your day-to-day work.

We are a fully remote company (though we do like to meet up occasionally). The founders have been in or running remote teams for over a decade, so we’re pretty good at it. We are flexible around working hours to accommodate things that come up in life, be that child care, medical or other. We realise that remote working can sometimes feel solitary, so we strive to provide a supportive environment based on a work-life balance.

Our values are: honesty, loyalty, tenacity and accountability; and these apply to everything we do.

• We’re honest with our team and our clients.
• We’re fiercely loyal to our team and care about you as a person, not as a resource.
• We’re tenacious in overcoming challenges.
• We hold ourselves accountable, and expect our team to do the same in a blame free environment.

Our share options are a great example of our desire to ensure that we all win together; and as a revenue funded company those options already hold value.

The role

As Ad Signal scales, so does the volume and complexity of our support team needs. We are looking for an experienced customer and technical support leader to assist the organisation in scaling and operationalising our internal support function.

An understanding of how support needs change at Enterprise scale is important, alongside a focus on ensuring that our support team is working “smarter, not harder”. The role will involve both strategic leadership and line management of the existing support team, with scope to expand into a more general Operations leadership role.

Right to work

Please note our staff must have the right to work in the UK. This applies to both Permanent staff and Contractors due to the nature of our business and contractual obligations.

Skills

We are looking for someone who can demonstrate the following:

• Extensive experience in team management, particularly growing early career employees
• An understanding of the unique customer support challenges faced by scaleup businesses and a focus on scaling and operationalising support processes to meet the needs of the business
• Experience managing teams operating SRE like processes
• Experience within the video content domain would be an advantage, but is not essential
• Serve as a point of escalation for the support team for complex issues and high level stakeholder management
• Work with the executive team to ensure the support function is properly equipped and resourced, and that there is a strong career development pipeline
• Work with our partners and their support teams to ensure a seamless integration and user journey between the systems
• Suggest and drive projects of improvement in support tooling and automation
• Manage the support team rota and ensure all in and out of hour shifts are well resourced

Benefits

Salary

Up to £55,000 per year

Holiday

25 days per year, excluding bank holidays.

Remote work & hours

Ad Signal is a fully remote company. Our team is spread through the UK and abroad. We meet up quarterly for meetings and socials, but your day to day will be from home.

Provided you are a UK citizen or would otherwise be entitled to work in the UK post-brexit we are also happy for you to work overseas if you would like to. The only restriction on this is that the time difference with the UK must be ±2 hours or less.

Our normal working hours are 9am to 6pm, with core hours of 10am to 5pm. However, within core hours people often have things they need to take care of (such as the school run) and we’re flexible to this; all we need is a heads-up in Slack that you’re going to be away and for how long, simple.

Equipment

A MacBook Pro 14/16", monitor, keyboard, mouse.

If you require any special equipment for any health reason we will of course provide it and do our best to ensure your working environment is as comfortable as possible.

Training budget

We value learning and we offer a £2,000 / year training budget, with set reading and training days. You can agree with your manager how you’d like this to be used and we do expect you to use it. Additional days available if speaking at an event where you represent Ad Signal.

Pension

Employer pension contribution of 3%

Maternity & Paternity

Our maternity and paternity policy offers much more than the statutory and shows our commitment to equality and care for our team. We really hope you’ll give it a look to get a sense of who we are; but in short it gives much more pay for maternity leave, while also giving similar rights to paternity, adoption and surrogate parents.

Share options

We have reserved a pool of employee share options, to be divided between our early joining employees (including this role). The options vest over a number of years. The options are managed using a recognised EMI share scheme provider. We will tell you the exact number of options and what that is as a percentage of the total company before you join; but rest assured it is a significant percentage which would have a life-changing impact for each of our employees in the future.

Health care - BUPA cash plan

Ad Signal offers Bupa cash plan coverage for all our employees. You have the choice between personal level 3 or family level 2.

Work on side projects and open source

We understand that some folks love to code, both in, and out, of work time. We're not only happy for you to do that, but will positively encourage it. We only ask that you discuss it with us first, but as long as it's not involved in AdTech or Certain ML uses, we're more than happy for you to indulge in some extra curriculum coding.

EDIAs an equal opportunities employer, Ad Signal is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Ad Signal.