Customer Support Specialist (First Line Support)

Board Intelligence is a technology and advisory firm on a mission to make boards more effective, and through them, build better businesses and benefit society. Over twenty years we have established ourselves as the market leader in governance and board effectiveness, trusted by more than 80,000 directors, executives, and governance professionals globally, including across the Fortune 500, FTSE 100, and OMX 30. That trust has been earned through depth of insight, rigorous advisory work, and a track record that newer entrants simply cannot replicate. We have invested in applied AI since 2020, well ahead of the market, and that early conviction has paid off. Our AI-powered platform and smart board advisor give us a competitive advantage that is widening, not narrowing. In 2024, K1 Investment Management, the leading B2B Enterprise SaaS investor, backed us to accelerate that position further. We are now growing fast, with a proven commercial model spanning both mid-market and enterprise, and a product suite that has become a necessary addition in high-stakes board environments. The people joining us now will shape how we scale. We are deliberate about how we do that. Our founders and leadership team are deeply invested in keeping the culture that got us here: thoughtful, high calibre, and genuinely human. Ambition and balance are not in competition at Board Intelligence. If you want to work at the intersection of AI and governance, on problems that matter at the highest level, this is a strong place to be. Our Mission We unleash the potential of organisations through the science of board effectiveness, building better businesses and benefitting society. The Role As a Product Specialist in our first line support team, you will be the first point of contact for our clients, helping to diagnose and resolve their queries with confidence and care. Your purpose is to deliver exceptional, concierge style support that leaves every client with a positive and memorable experience. You will also play an important role in guiding clients to get the most value from our platform, delivering training where needed and feeding insights back to the wider business. By working closely with colleagues across teams, you will help shape the future of our product and contribute to the growth of both our clients and Board Intelligence. This is an evening shift role, covering 5pm to 11pm, with incoming tickets managed solo from 6pm. You will also take part in an out of hours rota covering evenings and weekends. Main Responsibilities The big things Acting as the first point of contact for clients during the evening 3pm – Midnight shift, diagnosing and resolving queries to agreed service levels and ensuring a clear understanding of the user’s needs Using judgement to identify whether issues are product bugs, training needs, or require escalation, and providing accurate context for further investigation Creating and delivering training resources, including attending client meetings with Account Management and Customer Success to support adoption Supporting internal teams with user data analysis to identify trends, propose improvements and contribute to product adoption and efficiency Providing a feedback loop to product and customer teams, representing the customer voice in product development and company priorities Proactively contributing ideas to improve team processes and the client experience Managing incoming tickets solo from 6pm – Midnight, ensuring smooth handovers to the night shift team and following up on day team escalations The little, but still important things Remaining alert to incoming calls, emails and internal requests, ensuring timely and effective responses Asking intelligent questions to build context around issues while following security procedures Escalating queries to Senior Product Specialist, Second Line Support, Engineering or Customer Success with clear notes on diagnosis and user context Maintaining accurate records of all client interactions and keeping knowledge of product developments up to date Building strong relationships with users at every touch point, including encouraging event attendance and referrals Collaborating closely with colleagues across teams to deliver seamless support and share knowledge Participating in the out of hours rota, covering evenings and weekends as required Person Specification Required Skills and Experience Strong communication skills, with the ability to explain solutions clearly and confidently by phone and email Proven experience in a client facing or support role Ability to diagnose and resolve issues with sound judgement, escalating when appropriate and providing clear context to colleagues Skilled at asking insightful questions to build understanding of complex issues while maintaining strict adherence to security protocols A client centric mindset, able to build strong relationships, encourage product adoption and represent the voice of the customer internally Experience creating and delivering training materials, with confidence to support client meetings alongside other teams Experience using ticketing or customer support systems to maintain detailed records of client interactions and issue resolution Strong organisational skills with an eye for detail when recording client interactions and analysing user data Comfort working in a fast-paced environment, managing competing priorities while meeting agreed service levels Proactive and curious, always looking for opportunities to improve processes, contribute ideas and share knowledge A collaborative team player who brings a positive, solutions focused approach Willingness to participate in an out of hours rota, including occasional evenings and weekends Nice to haves Basic familiarity with JIRA (or similar) for logging and tracking customer issues, including creating clear, detailed tickets for escalation to senior team members Exposure to Datadog, or basic log review and monitoring Exposure to PagerDuty, or other alert systems and incident response management Exposure to BugSnag, or other error reporting tools What good looks like in this role Clients consistently describe their support experience as fast, personal and resolved first time Issues are correctly identified as bugs, training needs or escalations, and routed to the right place first time Tickets are handled to service levels through the solo evening period, with handovers clear enough that the night shift never needs to go back over old ground Escalations reach Second Line, Engineering or Customer Success with enough diagnosis and user context to be picked up without returning to the client Training resources and client sessions demonstrably improve adoption and reduce repeat queries Trends spotted in user data are turned into practical proposals that improve the product or the way the team works The customer voice is visibly represented in product development and company priorities Our Values Our values aren’t just words on a wall. They capture our culture, and the behaviours we see and strive for every day. Kindness & caring — We celebrate brilliance that comes without big egos or sharp elbows, and we win while raising each other up. Curiosity & innovation — Entrepreneurship is in our blood. We’re inquisitive, challenge convention, think big, and move fast. Remarkable quality & service — We take joy from delighting our clients and pride ourselves on ensuring every interaction is exceptional. Benefits We pride ourselves on our great working environment and package. Here's some of what's on offer: Pension scheme Personal performance bonus 26 days holiday each calendar year Bupa health & dental cover Group life assurance EAP Cycle to work scheme Diversity, equity and inclusion Board Intelligence is committed to building a team that reflects the breadth of experience, background and perspective needed to do this work well. We welcome applications from candidates of all backgrounds and do not discriminate on the basis of age, disability, ethnicity, gender, religion, sexual orientation or any other protected characteristic. If you need any reasonable adjustments at any stage of the process, please let us know and we will accommodate them.