Salary: 35 000 - 45 000
Industry: B2B SaaS
Contract: full time
TEAM: 40 people
LOCATION: London, 3 days in office
Information on the company
Care providers (Care Homes & Local Government) across the UK are facing major workforce shortages, yet the demand for care continues to rise year on year. Their Carers are their biggest asset, yet finding them and retaining them is their biggest challenge. Our client has created a platform that supports hiring, onboarding, sponsorship, and compliance all in one place, reducing admin and stress. They are an early-stage, investor-backed company with strong customer growth.
This startup was founded following a deeply personal experience of navigating care for a loved one by one of the Founders who became so passionate and dedicated to the Care sector.
ABOUT THE ROLE…
Care providers are navigating one of the most complex operating environments in the UK — sponsorship compliance, Home Office regulation, CQC standards, and a workforce crisis that isn't going away. When Care Providers use our client’s B2B SaaS, they keep their staff, protect their sponsorship licence and deliver better care.
You'll own support for every customer and the end-to-end experience of our client's SME customers, working closely with the Commercial Director and the Customer Success team. That means running the support inbox, managing a portfolio of SME providers in a way that scales, and making sure every interaction leaves customers more confident in the platform than before.
This isn't a ticket-closing role. You'll build the systems (automation, smarter triage, self-serve and one-to-many engagement) that let a lean team deliver a brilliant experience at scale, and you'll be the person who spots the patterns behind customer issues and gets them fixed at the root.
WHAT YOU’LL OWN
SME accounts, end to end Own the relationship with the business's SME customers from onboarding through to renewal. Design and run a scalable engagement model that drives customer satisfaction and, ultimately, retention, and know which accounts are at risk before they tell you.
Support inbox & ticket resolution Manage the support inbox for all customers. Use automation to improve how inbound queries are triaged and routed, and make sure tickets are resolved within 24 hours.
Customer insight & feedback loops Identify recurring themes in customer issues and feed them back to the right part of the business, whether that's product, operations, customer success or sales, with the evidence to make the case for change.
Customer delight Keep customers engaged and getting more value from the platform by sharing new feature releases and value-adds such as webinars and new industry guidance.
WHO YOU ARE
Have 3+ years in customer support, customer success or account management, ideally in B2B SaaS, including ownership of a support inbox or a large book of SME accounts
Escalation management & systemic problem solving: you handle escalations calmly and don't stop at the fix, finding the root cause and making sure it doesn't happen again
Expectation management & commercial empathy: you're honest with customers about what's possible and when, balancing what they need with what's right for the business
Data-driven portfolio management: you use ticket data, usage and engagement signals to prioritise your time, spot risk early and manage a large portfolio without losing sight of any account
Commercial acumen: you understand that great support drives retention and revenue, and you recognise when a support conversation is really a renewal or upsell opportunity
Relationship building & brand advocacy: you build trust quickly, often without meeting customers in person, and turn satisfied customers into advocates
Enablement & value realisation: you help customers get more from the platform through clear guidance, self-serve resources, webinars and timely updates
Voice of the customer & product influence: you turn what you hear into clear, evidence-backed insight that product, operations and sales act on
Based in London, energised by an in-person, high-tempo team environment
BONUS: B2B SaaS experience, or a background in the health or care sector.
WHAT’S in it for me?
Autonomy to build a scalable support function at a company solving one of the UK's most pressing challenges.
A mission that actually matters
Working hand in hand with leadership
Chance to shape the customer experience for a fast-growing customer base in a sector that's ready for change
Owning the customer experience at a company where customers genuinely need what they offer
Direct influence on the product roadmap
INTERVIEW PROCESS
Screening interview with tablecrowd - 45 mins (video)
Hiring manager interview - 30 mins (video)
Task interview in person 60 mins