Support and Implementation Lead
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Who we are
At Matrix Booking, we are committed to making hybrid work better for everyone. Our office booking and visitor management software empowers hybrid teams to maximize their time in the office while helping organisations reduce their environmental footprints. Join us to work with smart people, great clients, and cutting-edge technology—all while making a positive difference for people and the planet.
When you join Matrix Booking, you become part of the employee ownership trust that owns the business. This gives everyone a stake in the company’s success and the freedom to make decisions based on what’s right for our people, customers, and the world, rather than being purely profit-focused.
The Role
This role is to manage the onboarding of new customers (small projects) and then also help manage some of the 1st level support of those customers to ensure they continue to use the product successfully.
Key Responsibilities
Providing the first point of contact in their onboarding / set up journey.
Providing a simple project manager role and single point of contact for the customer whilst they are onboarding.
Working with the customer to understand the business rules and set up they require.
Creating the customers organisation and rules in our products
Providing product support to our customer (tickets and sometimes chat)
Work with product teams to understand new features and help educate our customers on them when they have issues
Mandatory Qualifications & Skills
Extremely good organisational skills and time management
Experience in use of MS Office – Outlook, Excel, PowerPoint, and Word
The ability to balance and prioritise multiple requirements or projects at once.
Demonstrates a basic understanding of IT and applications but also is very customer orientated in their entire approach.
Ability to troubleshoot and resolve customer issues.
Excellent attention to detail is also required with our large portfolio of customers.
Very strong written and verbal communication skills to work effectively with internal stakeholders and customers.
A team player who will build strong relationships with the Implementation team, Product Team and Development team.
Proactive, enthusiastic approach with a willingness and ability to learn new skills and technologies quickly.
Preferred Qualifications & Skills
Experience using a customer support tool to track issues and respond to customers would be ideal.
Although not an IT role or pure project role, it would suit someone from either background as this role will require you to be able to understand how a product works and understand how changing set up and settings can solve issues for customers and be able to work with customers to explain this.
Benefits
25 days annual leave plus bank holidays
Pension Scheme
Private Health Insurance
Cyclescheme
Enhanced Maternity and Paternity pay
Group Life Assurance (4x salary)
Income Protection Insurance
Flexible working
Training and Development
Winter flu vaccinations & Eyecare scheme
Octopus Money Scheme
Octopus EV car scheme
You will need to provide:
proof that you have the right to work in the UK
2 x references
Work Location: Remote, with co-working opportunities and bi-annual in-person company away days.
How to Apply
To apply for the Support and Implementation Lead position, please click the link below to send your application via email. Ensure that you attach your resume and cover letter. In your email, please include the following details:
Your Full Name
Your Phone Number