Customer Support Lead

Department: Revenue Operations

Location: Remote first, UK

Compensation: circa £40,000

Description

Leading a team of Support colleagues in the UK and Malaysia, you be responsible for the management and development of the key functions within Customer Support; with particular emphasis on the online customer support functions (institutional, user and author) and technical aspects of service delivery across the Emerald Insight platform.

Location: We perform at our best when we feel trusted and are able to choose an approach to working that suits us best, which is why we are a remote-first company. However, we also believe in face to face collaboration, and our UK colleagues meet once a month for team time and quarterly for company get togethers in our Leeds office, so we ask that you be within a commutable distance that you are comfortable with in order to attend the office on those occasions.

About our Recruitment Process: We welcome applications from all individuals, irrespective of age, disability, sex, gender identity, sexual orientation, race, nationality, ethnic or national origin, religion, or belief. As we understand the value of the transferability of skills and experiences, we are not looking for the 'perfect candidate' – we encourage everyone who is truly excited about our mission to apply.

Day to day you'll be responsible for:

• Process development: Design and implement procedures that ensure consistent delivery of high-quality technical and customer service across Emerald’s platforms.
• Issue resolution: Act as the escalation point for access-related issues on the Emerald Insight platform, ensuring timely and effective resolution.
• Platform testing: Collaborate with platform teams to coordinate user acceptance testing and ensure smooth system integration.
• Team leadership: Recruit, train, and develop a high-performing support team, fostering a positive and motivated working environment.
• Strategic improvement: Regularly review departmental procedures and identify opportunities for process enhancement and innovation.
• Data quality: Monitor and maintain the accuracy of customer support data, including call and incident metrics.
• Cross-functional collaboration: Work closely with departments across the business to align support activities and share insights.
• Service enhancement: Identify and implement improvements to customer support services, enhancing efficiency and consistency.
• Project involvement: Contribute to projects that shape the future of our service delivery, ensuring alignment with departmental goals.
• Risk management: Proactively address risks related to access, authentication, and external factors (e.g., cookie policy changes) to ensure uninterrupted platform usage.
• Product knowledge: Maintain a strong understanding of Emerald’s digital products, services, and business models.
  
  

You’ll need to have:

• Proven experience delivering high-quality technical customer service in a managerial capacity.
• Strong communication and interpersonal skills, with the ability to lead, motivate, and support a team effectively.
• Excellent organisational and problem-solving abilities, with a clear focus on prioritisation and process improvement.
• Customer-first mindset, dedicated to delivering a consistently high standard of service.
• Working knowledge of SaaS customer support tools (e.g. FreshDesk) and CRM/content delivery platforms.
• Familiarity with publishing technologies and standards, including SAML-based authentication, COUNTER usage reports, and SUSHI.
• Understanding of publishing business models, products, and systems, with the ability to operate at both strategic and cross-functional levels.
• Quick to learn new systems and adaptable, with a proactive, flexible, and solutions-oriented approach.
• Positive and approachable attitude, with a collaborative spirit and a genuine enthusiasm for improving the customer experience.
  
  

What’s in it for you?

At Emerald, we value our people. Becoming a part of our team means you’ll join a trusting and flexible environment and we've been flexified so you can trust that we're a truly flexible workplace. All we ask is that you attend the office once a month to come together with work colleagues. You'll also have numerous opportunities to progress your career, as well as access to professional development and the opportunity to learn new skills.

You’ll receive a wide range of benefits, such as 38 days annual leave (inclusive of bank holidays, remote flexible working, a discretionary performance bonus, 6% pension contribution and various benefits aimed at supporting your wellbeing and work-life balance such as a working from home allowance. You can check out a full list of our benefits here.

Roles are advertised at a benchmarked market median rate. Offers will be made within a range of the median, depending on skills and experience.

Please note - Applicants must be authorized to work in the UK without restrictions or sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Emerald Group is committed to creating an inclusive environment for all of our applicants. If you would like to request any accommodations/adjustments from application through to interview stages, please complete the relevant section within the application or contact us at [email protected] and let us know.