Head of Support

5 months ago

Remote, Canada Substrakt Full time

**Salary**: £50,000-£55,000 or $85,000 - $95,000 CAD + benefits
- **Contract**:Full Time (37.5 hours), Permanent, Monday - Friday, Flexible Working.
- **Location**: Remote (United Kingdom or Canada)

We are looking for a friendly, experienced, and proactive Head of Support to join our Client Engagement team working across our growing client base, of almost 90, in the UK and North America.

You will be responsible for:
**Account Management**
- Manage a small caseload of our high value clients
- Identify opportunities for account growth, upselling and cross-selling based on a solid understanding of client’s needs, objectives and pain points.
- Management of our Support and Solutions Managers who each own their own caseload of clients
- Act as a point of escalation for complex or high-priority customer issues that cannot be resolved by other members of the team

**Scheduling**
- Direct and monitor the workload of in-house and external technical resource for the delivery of sprint backlogs, incoming ticket requests and urgent ticket requests
- Set, oversee and report on monthly targets for the Support team, to ensure the function is meeting client obligations
- Ensure high levels of client satisfaction with our support ticket management

**Improvement**
- Collect and review Support requests to identify trends, address issues, maximise opportunity and drive continuous client satisfaction.
- Regularly review escalated cases to identify trends, recurring issues and opportunities for process improvement and efficiency.
- Create, refine and implement processes to enhance the overall support experience.
- Collaborate with other departments to align customer support initiatives with company goals
- Ensuring the support team has everything they require to be able to deliver work efficiently and effectively. This will include tools, training around process, communication and the products we offer.
- Advocate for the customer within the organization, ensuring that customer feedback is considered in decision-making processes.
- Continuously evaluating the tools we use to communicate with our clients effectively.
- Ensuring documentation for common issues and solutions for clients and staff.

**Requirements**:
Knowledge, experience and skills that make you great for this role are:

- Experience working within the arts and culture sector, or with clients within this sector
- Experience working within a customer support setting, ideally within an agency environment
- Experience managing high value accounts and stakeholders
- A deep understanding of, and passion for executing, excellent customer service and meaningful partnerships
- An understanding of technologies used by cultural organisations (ticketing, fundraising, ecommerce, CRM, etc), specifically systems such as Tessitura or Spektrix, would be beneficial, but is not essential.
- A commercial mindset and a willingness to set and achieve targets
- Strong leadership and communication skills
- The ability to implement strategic initiatives to enhance overall customer satisfaction
- Able to manage multiple and shifting priorities and context switch regularly

**Who are Substrakt?**

At Substrakt we believe that arts and culture enrich lives and bring society together. We want to ensure that amazing cultural experiences can be enjoyed as widely as possible by harnessing the power of digital technology.

We are tiny but mighty team of just over 40 people, creating digital solutions for cultural organisations. The types of organisations we work with include theatres, performing arts centres, music venues, museums, galleries, and performance groups.

By supporting organisations with their digital needs, we enable them to reach new and wider audiences so that arts and culture can be accessed and enjoyed by everyone. We also provide consultancy services and training on analytics, digital strategy, ticketing, project management and digital community events.

We partner with some of the most exciting and interesting cultural organisations in the United Kingdom, North America and Scandinavia. Some of our clients include PAC NYC, Folger Shakespeare Library, The National Theatre, Shakespeare’s Globe, Santa Fe Opera, Royal Court Theatre, American Repertory Theater, Bridge Theatre, Malmö Live and Malmö Opera amongst many others.

**Why join Substrakt?**

At Substrakt we believe that work should be an enjoyable part of life and we put effort and resources into making this a reality for our team. We have a friendly and supportive culture that enables our team to do their best work and develop their skills, we value curiosity, compassion and respect. We are selective about the clients we work with so that we build rewarding relationships and work on exciting projects.

When we say that we work with people we like, on projects we love we really mean it.

We invest in our employees and provide opportunities for them to grow. This includes formal training, going to industry conferenc

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