ABOUT THE ROLE

We're looking for a proactive, solutions-focused professional to lead and evolve our client support and client success operations. This is a highly visible role that sits at the intersection of customer experience, technology, and business operations. 

You'll own the day-to-day support function while also driving the systems, processes, and automation that enable exceptional client service at scale. You'll act as the bridge between clients, internal stakeholders, and technical teams, ensuring issues are resolved efficiently while continuously improving the tools and workflows that support our customers. 

This is an ideal opportunity for someone who enjoys solving complex problems, thinking in systems rather than individual tasks, and leveraging technology to improve efficiency, visibility, and client satisfaction. 

KEY ROLE RESPONSIBILITIES

Client Support & Success

• Own and develop AI driven 1^st line support function, with escalation workflows, ensuring queries and issues are managed effectively and in line with SLA’s. 
• Monitor, manage, and continuously improve support performance, reporting regularly on KPIs, trends, and customer satisfaction metrics. 
• Champion the voice of the customer across the business, ensuring client needs are understood and prioritised. 
• Work closely with technical and product teams to communicate issues, define requirements, and support successful resolution. 
• Support with knowledge hub product updates and communication. 

Systems, Process & Automation

• Act as the owner and administrator of the CRM platform, ensuring it supports the evolving needs of the business. 
• Drive CRM enhancements, and future system development to improve efficiency and scalability. 
• Manage support ticketing systems, workflows, reporting, and knowledge management processes. 
• Develop and maintain client-facing self-service resources, support documentation, and knowledge bases. 
• Create clear operational processes and ensure best practice adoption across teams. 

Cross-Functional Collaboration

• Partner with Client Success, Product, Technology, Operations, and Commercial teams to deliver outstanding customer outcomes. 
• Participate in prioritisation discussions, ensuring client impact is considered in decision-making. 
• Support change management, training, and adoption of new tools, processes, and system enhancements. 
• Provide insights and recommendations to senior leadership on operational improvements and customer experience enhancements. 

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

WHAT WE’RE LOOKING FOR

Essential Skills & Experience

• Experience managing customer support, client success, service delivery, or operational support functions. 
• Strong project management and stakeholder management skills. 
• Experience working with CRM platforms and ownership of business systems. 
• Comfortable gathering business requirements and translating them into practical solutions. 
• Strong analytical and problem-solving skills with a data-driven approach to decision-making. 
• Excellent communication skills with the ability to work effectively across technical and non-technical teams. 

Systems & Technology Mindset

• A natural systems thinker who enjoys understanding how people, processes, data, and technology work together. 
• Comfortable working with modern business platforms including CRM systems (Monday.com experience preferred), Jira, Confluence, ticketing systems, and workflow automation tools such as N8N. 
• Experience supporting system implementations, enhancements, integrations, or automation projects. 
• Curious about technology and motivated to continuously improve how work gets done through smarter processes and tools. 
• Ability to identify inefficiencies and design scalable solutions that improve both customer and employee experiences. 
• An understanding of the AI landscape in terms of efficiency AI and how it can be applied to knowledge work. 

Personal Attributes

• Highly organised with strong attention to detail. 
• Customer-centric with a genuine desire to improve client outcomes. 
• Proactive, adaptable, and comfortable managing multiple priorities. 
• Collaborative and able to influence stakeholders across different departments. 
• Continuous improvement mindset with a passion for driving operational excellence. 

REWARD AND RECOGNITION

We offer competitive salaries and a comprehensive benefits package, inclusive of:

• Salary: Up to £50,000 - Bi-annual bonus scheme
• Private medical and dental insurance with Bupa
• Flexible Hybrid 3:2 working policy
• Learning & Personal Development support to help you grow personally and professionally
• Duolingo Premium Membership
• Access to workplace nursery scheme
• 25 days holiday + Bank Holidays
• One paid volunteering days
• Access to mental health support and therapy
• A living wage employer
• Proud to Be a B Corp

ROLE LOGISITICS

• Working hours: 40 per week
• Working days: Monday – Friday
• Job location: 3 days in Bristol or London Office (Mon, Thu, +1 other day), 2 days working from home

APPLY NOW

We encourage you to apply if this role excites you - even if you think you may not meet all the requirements.

At Webgains, we are a people first organisation, and we live by our core values. We are always looking for outstanding individuals with diverse backgrounds and perspectives who embody these values.

Webgains embraces equal opportunity in the workplace and throughout the recruitment processes. We are committed to building a diverse and inclusive team of passionate and exceptional individuals. We welcome applications from all candidates regardless of your background.