Senior User Support Manager
Let’s start with the important stuff… Why would you join Bippit?
There’s way more to a job at Bippit than just a salary - we know that. We also know that money is important and we want to be transparent so you’ll find our range below, followed by everything else we deem as Perks:
- Salary Range: £30k - £38k
- Shares in the business (if you don’t know what this means - check out our friends at Capdesks explanation) 📈
- Group Life Assurance with YuLife 🔒
- Annual Company Retreat ✈️
- Group Volunteering Projects with Matchable 🪵
- 24/7 Digital GP by HealthShield 📱
- Mental health support from Self Space 🧠
- Professional coaching by More Happi - access to life coaches as and when you need it 🗣️
- Incredible Pension matching scheme - Up to 8% 🏦
- Enhanced Cash Plan for dental, optical, physio by HealthShield
- Enhanced Maternity and Paternity Leave - 13 weeks at full pay 👶
- Financial wellbeing support and 1:1 coaching (of course!) 💸
- Unlimited Annual Leave - we have a company wide target that everyone has to
- take at least 25 days off per year and you can take more than that to suit your work/life balance 🌴
- Plus 4 Me Days and a Day off for your birthday! 🎂
- Remote First environment - we have office space available for the whole team, and use it for planning, collaboration, and ad-hoc work, but we leverage remote working as our superpower for radical efficiency! 🏠
- Flexible Working - we’ve been Flexified, so you can trust that we’re a truly flexible workplace 🪢
Diversity and Culture at Bippit…
because it doesn't belong at the bottom of the page!
Our culture is defined by our team, and we recognise the strength derived from our differences. We look for people who are going to add to our culture, not clones of who we already have. This means:
- We strive to encourage and celebrate diversity and differences in our team & our views
- We listen to each other, respect everyone's needs and create an environment of belonging
- We are open & inclusive by default; we believe there is strength in honesty, transparency and authenticity.
Who are Bippit? What is our mission? 🚀
Financial wellbeing is more important than ever. We are in a climate where 60% of employees say financial matters are their #1 cause of stress, and financial concerns make employees 4x more likely to be clinically depressed.
Bippit is tackling financial wellbeing head on, by helping employees navigate the Cost of Living situation, deal with financial stress, and by supporting businesses, who are losing billions each year due to retention issues and employee engagement.
Thanks to Bippit, every single employee now has free access to 1:1 coaching from a qualified professional, and all the tools they need to manage their financial lives, so they feel less stressed, more secure, and more settled in their job.
So, what is our goal? 🎯
Bippit wants to provide everyone with guidance from a financial expert, no matter their situation, starting point, or bank balance.
We want to create a fairer society, where each of us has the tools and support we need to build a better financial future.
What you'll be doing as our Senior User Support Manager 💼
We’re looking for a Senior User Support Manager to be the crucial link between us and our users. You’ll help people use the Bippit platform to it’s full capacity, solve their problems and pass that onto the product & engineering teams when necessary.
As the User Support Manager at Bippit, you’ll have ownership of the User Support function, and we hope you find that both exciting and challenging. We encourage high levels of ownership and autonomy, so your responsibilities will include:
- Responding to user queries and challenges, while accurately troubleshooting their problems in a timely way via email and chat.
- Analysing any issues or bugs, by testing different scenarios and workarounds with users, before reporting and ticketing the issues where necessary via Jira for resolution by the engineering team.
- Following up with users to ensure their technical issues are resolved, while sharing feature requests and insights with the product team.
- Distributing Bippit’s financial newsletter and webinar events to users via email sequences, while ensuring recordings of user events are added to the Bippit platform.
- Creating, refining, and documenting user support procedures, while building strong relationships with Bippit colleagues as you collaborate with the wider team.
How to be an excellent fit 🤓 (for the role, and a great addition to Bippit’s culture)
We’re building an open and inclusive culture at Bippit, where ownership, accountability, and getting your hands dirty is key to success, so we’re looking for someone who is relentless, motivated, self-sufficient, bold, creative, and passionate about making an impact.
If that sounds like you, then we’d love to talk to you about the experience or awareness you have with the following areas:
- Experience managing & improving a user support function
- Excellent communication and problem-solving skills
- Strong interpersonal and customer service skills
- Knowledge of user support and ticketing systems (eg Intercom, Hubspot, Jira etc)
- Ideally experience within a startup / scale up with a proven track record for success
- Management experience preferred
This should go without saying but all applications are very much welcome. If you need any adjustments to support you with your application, just let us know now by emailing careers@bippit.com in advance.