Job Description

Description

Join 150+ strategists and specialists who refuse to settle, creating bold digital experiences for ambitious brands since 2004. We're a full-service digital agency delivering strategic consultancy, web development, and digital marketing to drive demand online. Using over two decades of industry experience, we provide next-gen solutions as part of lasting partnerships with hundreds of clients from Chester Zoo and Zip World to Balfour Beatty and Mind.

What makes us different:

We break new ground.

You'll work on innovative projects using the latest technologies before they hit the mainstream. We celebrate calculated risks and learn fast from every experiment.

We get stuck in together.

Genuine collaboration across all departments. Your ideas matter here, regardless of your role or how long you've been with us.

We stay curious.

Continuous learning is essential. You'll have dedicated time and budget for development, working alongside industry experts who are genuinely invested in your success.

We own it.

Full accountability and autonomy over your work means you'll build client relationships, see real-world impact, and be recognised when you go the extra mile.
The Support team at CTI Digital is the backbone of our client relationships, ensuring the effective delivery of support services across our entire client base. They're the gatekeepers of client satisfaction, SLA performance, and internal collaboration. This team works closely with technical leads, project managers, and account managers to align support delivery with client needs and business objectives. Our mission is simple: to build and maintain high-performing systems for our clients, ensuring seamless collaboration across all delivery teams.

What you'll be doing

As a Support Service Lead, you'll take responsibility for the day-to-day running of our Critical and Reactive Support function. You'll ensure our operations are efficient, consistent, and always focused on client satisfaction, freeing up the leadership team for strategic development. This is a fast-paced, client-facing role where your ability to manage complex needs and mentor a team will make a direct impact on service quality.

You will:

Lead Day-to-Day Support Operations

- Take responsibility for the smooth and consistent running of Critical and Reactive Support, focusing on process refinement and efficient workload management.

Drive Client Satisfaction

- Ensure high standards of service quality and act as a key point of contact for stakeholders, supporting a positive and proactive client experience.

Manage Performance and Reporting

- Track and report on key support performance metrics, including SLA adherence and incident trends, providing clear updates to senior stakeholders.

Oversee Financial Tracking

- Support the oversight of client budget usage and ensuring proactive time management across accounts.

Develop Training & Enablement Services

- Introduce and deliver new training offerings, including standardised (re-usable) and bespoke (client-specific) sessions on topics like CMS administration, content management, and product management, creating a new revenue stream.

Support Incident & Escalation Management

- Help ensure all client escalations and critical incidents are handled effectively and transparently, guiding the team through resolution processes.

Contribute to Process Improvement

- Actively seek and contribute to improvements in our support processes and collaboration with other teams (operations, finance, tech, QA, client services).

Mentor and Coach

- Provide guidance and coaching to junior team members on service delivery best practices, risk management, and effective escalation procedures.

What experience you need to be successful

To thrive as a Support Service Lead at CTI Digital, you'll need a mix of practical operational skills, an ability to manage client relationships, and a passion for continuous improvement. You're someone who loves to get stuck in and take ownership of a critical function.

Key skills and experience include:

Proven Operational & Process Management

- Strong experience in managing and improving support processes within an agency or digital services environment, focusing on operational consistency.

SLA & Performance Management

- Familiarity with managing SLAs and tracking performance metrics related to reactive and critical support.

Client Communication Skills

- Excellent communication and stakeholder management skills with a client-first approach to building trusted relationships.

Experience in Training & Mentorship

- An ability to create and deliver engaging training materials (both standardised and bespoke) and a knack for coaching team members.

Digital Platform Knowledge

- A strong understanding of web technologies and CMS/eCommerce platforms (e.g., Drupal, Magento, Umbraco).

Adaptable & Organised

- Highly organised, able to manage competing priorities, and calm under pressure, especially during critical incidents.

Tool Proficiency

- Familiarity with tools like Jira, HubSpot, and time tracking/reporting systems.

What's in it for you?

?28 days annual leave, in addition to the bank holidays

Hybrid-working - we're in the office twice a week

Workplace nursery scheme

Health cash plan

Cycle-to-work scheme

Flexible working hours

Employee well-being and mental health programme

Relaxed working environments - office dogs welcome!

Company socials and lots of fun!

About CTI Digital

We specialise in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.