Support Manager

Role: Support Manager
Type: Permanent, full-time (potential for flexible working)
Salary: £23-27K DOE
Location: Remote (UK only)

Deadline: Friday 28 June 2019

Supercool is a digital design agency – we craft websites and web apps for arts and cultural organisations. A remote team based across the UK, we’re on the lookout for a Support Manager (£23-27K).

Added to your skill and experience, we’re looking for the right person – an intelligent self-starter who enjoys a challenge, takes pride in their work, and is always keen to improve.

Is this you?

You’re a friendly, tech-savvy arts and culture fan who enjoys problem-solving. You have a positive, can-do attitude when faced with complex problems, and love the satisfaction of finding smart solutions. You’re a doer who likes to get stuck-in, and make sure tasks are completed properly, and in good time.

You’re comfortable balancing your time between short day-to-day tasks and longer term projects. You have excellent time management skills, and feel comfortable managing multiple priorities – with the flexibility to shift those priorities as needed.

You enjoy working with people; including clients (with varying levels of tech know-how), designers, and developers.

The role

You’ll be the first point of contact for client enquiries that come in over the phone and via our online Support Centre. You’ll be the link between clients and our Development / Design teams; communicating clearly between the two.

As well as resolving issues for clients, you’ll also do some training, internal reporting of support hours used, writing support documentation and other ad-hoc client-facing tasks.

As Support Manager, you’ll review the tools and processes we use to manage our support service; recommending and implementing new processes as needed.

This is a brand new role, so a great opportunity to make it your own and have a big impact on the support we offer.

Additionally, you’ll:

  • Have – or be willing to build – a solid understanding of the content management system (we use Craft CMS) and ticketing systems so you can troubleshoot basic issues
  • Write-up issues and specify solutions for the Development Team
  • Ensure issues are resolved in a timely manner, keeping clients informed of progress
  • Test and sign-off fixes – and, for complex issues, write tests in advance
  • Work closely with the Managing Director and Head of Strategy to schedule work across the team
  • Work closely with the Managing Director and Head of Strategy to ensure the clients are happy; communicating any issues or concerns you have
  • Manage smaller projects, such as new functionality or microsites
  • Prepare monthly reports of work undertaken for clients
  • Write support and training documentation
  • Run training sessions with clients (usually remotely)
  • Act as point of contact during out of office hours on-sales (typically no more than 3 a year)
  • Keep up-to-date with trends and best practice across the arts sector
  • Represent our clients within the business; effectively communicating trends and wider technical issues to the team

Skills and experience we’re looking for

  • Experience working within the arts and cultural sector; either in an arts organisation or a sector-supporting organisation
  • Experience using content management systems – we work with Craft CMS
  • Experience of working with ticketing systems (such as Spektrix and Tessitura)
  • Excellent communication skills, with the ability to communicate clearly with designers, developers and clients (over the phone, on video chat, and in writing)
  • Excellent time management skills
  • The confidence to work effectively and efficiently without close supervision
  • Experience of the following would be great, but not essential:
    • Working in a Digital Marketing role
    • Google Tag Manager
    • Google Analytics
    • API Integrations
    • Any coding skills (such as CSS, HTML or JS)
    • Digital design

Working at Supercool

A passionate, knowledgeable and experienced team, we work with some of the UK's leading arts and cultural organisations including Scottish Ballet, MAC Birmingham and Bristol Old Vic.

Having ambitious, forward-thinking clients in the arts sector means plenty of interesting challenges – and opportunities to be creative ourselves.

As a 100% remote team who all work from home or shared office space, we’re heavy users of Slack and video chat – and meet in person a few times a year.

We can provide financial support to help you set up a home office, as well as providing a laptop and any other equipment you need.

A healthy work/life balance is important – standard office hours are Mon-Fri, 8am-4pm, and we will consider flexible working

There will be occasional weekend/Bank Holiday work (a few times a year), when time off in lieu will be given.

We expect you to work remotely with clients, but there may be some travel and the occasional overnight stay required.

We support and encourage individuals’ professional development, making sure there’s time for R&D and self-directed learning.

Everyone’s ideas and input help shape the company and how we work.

How to apply

Send your CV to Head of Strategy, Kate Mroczkowski – – along with a brief note about why you’re interested in working at Supercool.

Feel free to get in touch with Kate before applying if you have any questions.

All enquiries and applications will be treated as confidential.

Deadline: Friday 28 June 2019

The process

If we think you’ll be a good fit, we’ll arrange a quick call at a mutually convenient time, so we can find out more about each other. We may also then set a small task, to get an idea of your technical and communication skills.

The next stage will be via video chat – talking in more detail about the role, and your experience, skills, and ambitions.

We value diversity, so actively encourage applications from folks currently under-represented in the industry.


(Even if you’re really nice and very different from all the others)