Team Lead, Customer Support

Board Intelligence is a technology and advisory firm that supercharges boards with the science of board effectiveness. We build better businesses and benefit society.

Through a suite of AI-powered software tools, evaluation frameworks, and advisory services that distil twenty years of boardroom experience, we improve the efficiency of board processes and the effectiveness of boards.

We work with over 80,000 leaders and 3,000 organisations across the world, with clients across the Fortune 500, FTSE 100, and OMX 30. In 2024 we received substantial backing from K1 Investment Management – the leading B2B Enterprise SaaS investors. We are at the beginning of significant growth, and we’re looking for superb talent to join us on this journey.

As we grow, we’re fiercely protective of our culture and values. Many of us, including our founders, have families and other priorities, so we know the value of a supportive company.

The team is diverse and friendly. We value fun: most days you’ll find a social event or learning opportunity to get involved with, including company socials, away days, and philanthropic activities.

Our Mission

We unleash the potential of organisations through the science of board effectiveness, building better businesses and benefiting society.

The Role

Support the day-to-day running of the BI24 team by combining hands-on ticket management with active team leadership. This role is split approximately 50% operational delivery and 50% team management , ensuring both high-quality frontline support and effective team performance.

The role acts as a bridge between frontline service delivery and operational oversight , taking ownership of incoming tickets while also guiding the team on priorities, workload management, and service standards. Responsibilities include monitoring queue performance, supporting complex or escalated issues, coaching team members, and ensuring tickets are resolved efficiently and in line with agreed SLAs.

Working closely with leadership and cross-functional teams, the role helps maintain a high-performing, responsive support function , ensuring the BI24 team delivers consistent service while continuously improving processes and team capability.

Main Responsibilities

Team Management (50%)

• Shape team strategy to optimise support interactions and processes
• Coach and develop team members through regular feedback, mentoring, and 1:1 support
• Own personal development planning for direct reports and maintain oversight of their progression
• Ensure the team is adequately resourced at all times — through rota management, team coordination, and recruitment support — escalating capacity concerns as needed
• Act as an advocate for BI24 across the wider business, devising processes to ensure smooth cross-team working
• Contribute to management reporting and represent the team's needs internally

Ticket-Taking (50%)

• Diagnose and resolve client queries as an active contributor to the support queue
• Act as an escalation point and quality benchmark for the team
• Set the standard for the "voice of BI24" — responsible for the quality and consistency of client communications
• Devise and champion innovative ways to deliver exceptional client experiences, training others to do the same
• Use full understanding of the platform (including back-end) to resolve complex issues and advocate for product changes that minimise support queries

Requirements

• Proven track record in a senior support role with clear progression and leadership experience
• Strong coaching and development skills; experience building others' capability
• Full platform knowledge including back-end functionality
• Ability to balance operational delivery with people leadership
• Confident communicator; sets the benchmark for client and internal communications
• Strong organisational skills; able to manage competing demands across people and ticket responsibilities
• Experience contributing to team resourcing, recruitment, or rota management

Benefits

• Private Pension Scheme

• BUPA Health and Dental insurance (including access to the My BUPA app)

• Group life assurance: 4x annual salary

• 26 holiday days per calendar year in addition to Bank Holidays

• Cycle to work scheme

• Employee Assistance Program

• Eyecare and Flu Jab vouchers