Service Desk Manager

Are you curious, excited by experimentation and always looking for a better way of doing things?

Do you want to keep learning and developing whilst getting hands-on, entrepreneurial, business building experience?

Do you want to make your mark in the future of marketing measurement?

If so, we would love to hear from you!

ABOUT US
At Blenheim Chalcot, we use our knowledge, expertise and infrastructure to sustain an innovation system that transforms disruptive ideas into innovative businesses. We originate the ideas ourselves, grow them from the ground up and take them through to scaling and ultimately exit.
We typically build enterprise Software as a Service (SaaS) products, powered by Generative AI and target industries which are exposed to market, regulatory or technology discontinuities. We have built businesses across the following sectors:

• Financial Services
• Education
• Media and Marketing
• Public Services and Health
• Sports
  

Our track record has seen us build more than 60 businesses over the last 25 years. The portfolio has annual revenues of £500m, employs more than 3,000 people, has raised £600m in equity, and secured exists totalling over £1bn.
Blenheim Chalcot has three global locations. Portfolio companies are headquartered from Scale Space, London, our 200,000ft2 collaboration space which was built as a joint venture with Imperial College London. Our Mumbai offices provide unparalleled scaling capability and technical expertise, and our U.S. operation powers the go-to-market activities of the portfolio across North America.
This particular role would be situated within Fospha, one of Blenheim Chalcot's portfolio MarTech businesses.

Fospha
Fospha is the marketing measurement platform for eCommerce brands. We have found product/market fit in the last two years and quickly become a market leader for measurement with numerous awards and rocket-ship growth to match. We are the only business of our type to be a certified partner of Meta, TikTok and Snap, and have worked with our customers -some of the best-known eCommerce brands in the world to drive massive growth and value. We are now expanding globally and are looking for excellent candidates to join the next phase of our journey.

The Role 

In this role, you will play a crucial role in ensuring our customers (including some of the best-known retail ecommerce brands in the UK and US) receive timely and effective support for the Fospha product, improving our customer retention and satisfaction key business metrics.

You will have the opportunity to take ownership of the end-to-end support process and work cross-functionally with teams from Customer Success through to Product and Engineering. This role offers significant opportunity for growth and development within the company for someone with a passion for customer service and a desire to make a real impact.

Key Responsibilities: 

• Manage incoming support requests: Monitor and respond to issues submitted through our internal service desk (JIRA), surfacing useful information in Notion for stakeholders to self serve latest updates.
• Triage and prioritize issues: Assess the urgency and impact of reported problems, categorize them appropriately, and assign them to the relevant team members.
• Provide first-line support: Resolve straightforward issues directly and escalate complex problems to the appropriate technical teams.
• Track issue resolution: Ensure timely resolution of all support requests and keep customers regularly informed of progress in line with SLAs.
• Maintain service desk documentation: Update and improve Support desk internal documentation in Notion to facilitate efficient issue resolution.
• Identify trends and patterns: Analyse support requests to identify recurring issues and potential product improvements.
• Contribute to service improvement: Implement and maintain ITIL-based service management processes to ensure efficient and effective service delivery.

Professional Requirements: 

• Excellent communication skills: Ability to communicate clearly and effectively with both technical and non-technical audiences cross-functionally, including Customer Success, Product, Engineering, Product Marketing and Leadership teams.
• Customer-centric approach: Passionate about providing exceptional customer service.
• Strong problem-solving skills: Ability to triage issues and partner with Support Engineers to diagnose technical issues, using ITIL problem management techniques.
• Organized and detail-oriented: Ability to manage multiple tasks and prioritize effectively.
• Proficiency with JIRA and Notion: Experience using these tools for issue tracking and knowledge management.

Benefits & Perks

• Competitive Salary + OTE
• Pension scheme
• Private healthcare
• Work perks scheme and discounts
• We believe growth never stops and that is why we encourage all our employees to upskill: taking part in our Fospha L&D activities, plus, structured training and leadership development programs as part of Blenheim Chalcot,
• Regular all-company social events throughout year
  

Working location
The Fospha UK team is based at the Scale Space tech campus in West London - where you can partake in a full social calendar of community events & classes (Yoga is a team favourite). Whilst at Fospha we pride ourselves on flexibility (accommodating hours and personal circumstances), we are an office-first company with a minimum 4 day/week office policy. In our experience this is the best way to get new joiners get up to speed quickly, benefiting from in-person learning, collaboration and social interactions!