Technical Support Team Manager (UK) at Fountain (S15)
Talent acquisition platform for hiring hourly workers
United Kingdom / Remote
Full-time
1+ years
About Fountain

Fountain is enterprise software that accelerates global high volume hiring. Our customers hire millions of hourly workers annually in 78 countries. Job seekers often struggle to get connected with companies seeking hourly workers due to inefficiencies in their hiring processes, and Fountain makes it easier for them to get offers for work quickly. Getting hired fast eases some of the financial instability millions of families face.

Fountain is a Remote-first company that embraces a work from anywhere policy and offers flexibility on location, so our employees feel free to enjoy the world. Fountain is widely trusted by leading organizations, including Chipotle, StitchFix, GoPuff and Just Eat Takeaway.

We just 4.5Xed in valuation in our Series C, which was led by Softbank and B Capital. We plan on keeping this hyper-growth going this year! Come join us on this rocket ship!

https://jobs.lever.co/fountain

About the role

Fountain is enterprise software that accelerates global high volume hiring. Our customers hire millions of hourly workers annually in 78 countries.  Job seekers often struggle to get connected with companies seeking hourly workers due to inefficiencies in their hiring processes, and Fountain makes it easier for them to get offers for work quickly.  Getting hired fast eases some of the financial instability millions of families face.

Fountain is a Remote-first company that embraces a work from anywhere policy and offers flexibility on location, so our employees feel free to enjoy the world. Fountain is widely trusted by leading organizations, including Chipotle, StitchFix, GoPuff and Just Eat Takeaway.

We just 4.5X in valuation in our Series C, backed by Softbank and Capital B.  We plan on keeping this hyper-growth going this year! Come join us on this rocket ship!

As a Technical Support Team Manager at Fountain, you will help our Support team maintain relationships with some of the biggest brands in the world. You are a trusted mentor and partner to your colleagues as well as our customers and share a common goal of creating customers for life. We are a diverse group of passionate customer advocates spanning the US, UK, and beyond. Our team’s mission is to build, deepen, and grow relationships with our customers.

What you'll be doing:

  • Lead a growing team of agents in multiple locations
  • Recruit, hire, and develop Support team members
  • Assess the need for new support channels and team structure
  • Implement new scalable support processes
  • Work with Product and Engineering teams to resolve issues while serving as an advocate for our customers
  • Act as internal escalation point for customer issues
  • Proactively identify areas for innovation and improvement within the Support team

What you should bring:

  • Experience managing a technical support team at a B2B SaaS company
  • Analytical experience and aptitude in making data-driven decisions
  • Customer obsession
  • A “self-starter” mindset

Nice to have:

  • Experience building out a global multi-channel support organization
  • Experience working at a fast-growing startup
  • Experience with Looker or other BI tools
  • Understanding of SQL

Amazing Perks & Benefits we provide for our employees include (but are not limited to):

Flexible PTO & Work Hours

"Work from Anywhere" Policy

Private medical insurance plan

Wellness/Gym Reimbursement

Phone Stipend

Remote IT/Home Office Stipend

Learning and Development Reimbursements

Fun, interactive and inclusive team-building events, off-sites, and happy hours

Pension Plan

Even if you do not meet all the requirements above, we still encourage you to apply for this position. While we try to be thorough with our prerequisites, not everything about you as a candidate can be condensed into a list of bullet points. What do you have to lose? 

We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status.

*Fountain is proud to be an Equal Opportunity Employer—M/F/D/V*

Technology

Tech Stack: We use Ruby on Rails on the backend and React on the frontend.

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