Product Specialist, First Line Support (Evening)

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  

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. 

What Excites You  

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 

• You will be managing incoming tickets solo from 6pm – Midnight, ensuring smooth handovers to the night shift team and follow-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 

What Excites Us  

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 

Additional Helpful Expereince: 

• Basic familiarity with JIRA (or similar) for logging and tracking customer issues, including understanding how to create clear, detailed tickets for escalation to senior team members 
• Exposure to Datadog (or basic log review and monitoring), PagerDuty (or other alert systems and incident response management), and/or BugSnag (error reporting)  

• Private Pension Scheme 
• BUPA Health and Dental insurance
• Group life insurance: 4x annual salary 
• 26 holiday days per calendar year in addition to Bank Holidays 
• Cycle to work scheme 
• Employee Assistance Program
• AIG Smart Health virtual GP app/wellness platform for employees and dependants, including partner/spouse 
• Eyecare and Flu Jab vouchers 
• Enhanced Parental Leave