Prism Digital
Head of Support
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Head of Support | HubSpot Service Hub & Outsourced Support (BPO) | Global Events Payments Platform Building Support From Scratch
Salary: £60,000 - £65,000
Location: Hybrid, West London
Support here runs young. It's outsourced, it covers seven days a week from 10am to midnight, and right now nobody owns it end to end. That's the gap you're stepping into.
The company is an events technology platform. It handles point-of-sale and payments for festivals, venues and live events, and it's trusted by organisers across multiple countries. Peak season means real volume, real pressure and cashless transactions that simply cannot go down mid-event. You'll report to the VP of Operations and build the support function from the ground up: the SLAs, the training, the knowledge base, the escalation paths and the tooling behind all of it.
Day to day, you'll own service performance across phone, email, chat and WhatsApp, including a 60-second first response target and priority-based SLAs for High, Medium and Low issues. You'll manage the outsourced partner as an extension of your own team: setting goals, running QA, holding them to the supplier agreement, and forecasting rotas for cost-efficient cover across the full 7-day window, including weekend on-call for urgent escalations. You'll configure HubSpot Service Hub yourself (SLA rules, routing, CSAT, dashboards, workflows), design the escalation matrix from first line through to Product and Finance, and work closely with other teams so tickets land with the right specialists fast.
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Non-Negotiables
- Experience managing customer service or CX teams in a fast-paced environment
- Experience managing or working closely with an outsourced / offshore support partner (BPO) at scale
- Confident working with CSAT, first-time resolution and SLA metrics to drive decisions
- Hands-on experience across multiple support channels: phone, email and live chat
- A strong people manager who coaches and develops a team
- Comfortable managing incidents and escalations under live pressure
What You'll Work With
- HubSpot Service Hub (SLA rules, routing, dashboards, workflows)
- A multi-channel support desk: phone, email, chat and WhatsApp
- A 7-day, 10am-midnight operation with rotating on-call cover
- An outsourced support partner you'll manage directly
- A first line to Head of Support to Customer Success / Finance / Product escalation matrix
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Nice to Haves
- Background in POS, payments or SaaS
- Experience in hospitality or events technology
- Comfort with festival peak seasons and the demands they bring
Why Join / Projects
This isn't inheriting someone else's playbook. The support function doesn't exist yet in its final form, so the SLAs, the knowledge base, the QA process with the outsourced partner and the HubSpot build are all yours to shape. You'll sit close to Product too: recurring issues you flag here feed straight into what gets fixed next, and you'll lead the support response whenever an incident hits during a live event. If you want to build something from scratch rather than maintain what's already there, this is that role.
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