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Global Relay on cord

Global Relay

Director, Client Support (EMEA)

London, UK
FinTech · Data
Founded on innovation. Built with purpose. Run with passion.
The company is no longer hiring for this position.

Skills & Experience

Job roles: Customer Support, Head of Customer
Experience level: Leadership
Tech stack/tooling used: Excel, Miro, Product Management
Core skills considered: Client relations, Stakeholder Management, Customer service
Other skills considered: Jira, Salesforce

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: On-site
Visa sponsorship: Not available

Job Description

The Director of Support Services is a highly visible role where you will oversee all aspects of our 24/7/365 Support Services team at Global Relay. Your primary responsibility will be to drive excellence across our entire Support Services organization. This position requires a blend of exceptional leadership skills and technical expertise, all while providing a white-glove customer experience for our clients.

The Director of Support Services operates with cross-functional coordination alongside Customer-Facing teams, Escalations, Application Support, DevOps, Engineering, Product Management and IT Operations.

You will report to the VP of Support Services and will assist in shaping a unified team strategy, defining and streamlining processes, and fostering a strong team culture. With a combination of technical proficiency and inspirational leadership, you will have the opportunity to transform our Support Services operations and tackle the challenge of building a world-class team.

Your responsibilities:

  • Own, optimize and standardize the Support Services function across all Global Relay products, ensuring measurable and reportable workflow efficiency and responsiveness.
  • Lead, train, and develop a high-performing team, ensuring they have the necessary tools and training to succeed.
  • Oversee recruitment and team optimization, in partnership with HR, to deliver continual service improvement.
  • Lead and develop the team through performance management, mentoring, and strategic coaching, via a comprehensive skills matrix and metrics, to drive individual and team excellence.
  • Recognize individual skills through performance reviews, personal improvement plans with a view to promoting personal excellence.
  • Create automated processes to enhance the scalability of the Support Services function, while maintaining a white-glove experience for Global Relay’s key customers.
  • Oversee communication and reporting of all significant changes, trends and issues that affect the successful delivery of the Support Services function to Senior Leadership.
  • Ensure the coordination and escalation of Incidents and requests for change are managed via a standard, well-defined process that is utilized by all members of Global Relay.
  • Enhance the utilization of the Service Catalogue to ensure that all aspects of the Support Services function are documented and easily-accessible, in a standardized Knowledgebase. For example, customer / user / onboarding / troubleshooting and internal reference guides etc.
  • Define measurable, reportable objectives that act on behalf of customers and Global Relay, demonstrating that all requests and disruptions are addressed promptly and thoroughly.
  • Continually enhance the Support Services function and processes enabling a scalable service to provide faster turnaround times of customer requests for change, and reduce the impact of Incidents.
  • Oversee Support Services team participation in product stakeholder review meetings, highlighting specific areas of improvement in the Service Catalogue and associated documentation, which improves the overall service delivery.
  • Develop and maintain a strong working knowledge of teams, and their products, and contribute to product improvement ideas.

About you:

  • You have 10+ years of experience in a technical support leadership role within the SaaS sector.
  • You possess excellent communication and presentation skills, with the ability to influence senior executives (e.g., C-suite) both internally and externally.
  • You have a customer-focused approach and demonstrate a strong work ethic.
  • You have strong customer service skills to resolve disputes, treating customers with exceptional care.
  • You excel in problem-solving, especially under critical and high-stress situations.
  • You have effective analytical skills to balance pragmatic problem solving with risk management.
  • You have a proven ability to multitask, prioritize and drive resolutions in a timely manner, while systematically guiding technical teams adhere to defined processes.
  • You have a proven track record of leading teams of managers and team leads.
  • You are capable of managing large teams and providing effective mentoring and coaching.
  • You possess strong organizational, analytical and critical thinking skills.
  • You have demonstrated experience in identifying and optimizing processes and reporting results to Senior Leadership.
  • You have excellent interpersonal skills.
  • Ability to exercise good judgment and discretion with confidential information.

Preferred technology skills / experience:

  • Experience with industry-standard tools and technologies such as Jira, Confluence, SalesForce or other applicable tools.
  • Experience with Data analysis, Reporting and Presentation tools such as Excel, PowerPoint, Miro, ProductBoard, and JIRA ActionableAgile etc.
  • Strong working knowledge of Email and Instant Messaging systems and networking technologies.
  • Experience with the ITIL Service Management framework.
  • Experience with audit controls such as COSO, COBIT, SOC 2, and DORA 2022.
  • Experience and knowledge of ISO 27001.

Company Benefits

  • Private pension
  • Bonus
  • Full medical cover
  • Dental care
  • flexi working
  • Free fruit
  • Snacks coffee etc.
  • 25 days holiday
  • Life insurance

Interview Process

  • Technical interview
  • Technical intewrview II
  • Cultural
Colin on cord
Talent Acquisition Specialist
Active 3 weeks ago
Global Relay are no longer hiring for this position.

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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