Support Manager

We build mobile apps that have millions of users all over the world, and we need a superstar Support Manager to ensure these life-saving apps are working perfectly and running as efficiently as possible. You'll have the super-important job of ensuring all of our Support Contracts and releases are extraordinarily well managed, leaving our clients wondering how we make such incredible products., As our Support Manager, you'll play a pivotal role in ensuring the flawless operation of our life-saving apps and products. Your responsibilities will include:

• Maintenance and administration of Support Contracts


• Internal reporting to ensure efficiency, ticket status, SLAs, and budgets are met


• Keeping Production Team time and effort within SLAs for responses and fixes


• Daily review and triage of all client support bugs raised through the support portal


• Troubleshooting issues with developers and coordinating resources for fixes


• Managing Dev Pools for clients and ensuring seamless support operations


• Regular communication with internal colleagues and clients regarding support status


• Testing across multiple devices and platforms, including native iOS and Android mobile apps, websites, and progressive web apps


• Maintaining and expanding our suite of test scripts


• Project managing support releases, ensuring alignment with client project work
  
  Experience working within a digital agency and/or technical environment


• A good understanding of how to manage Service Level Agreements and budgets


• Experience carrying out testing, as well as writing and maintaining test scripts


• Ability to build strong rapport and trust with clients


• Fantastic communication skills, both written and verbal, Experience in testing mobile applications


• Experience in release management, effectively managing and coordinating resources


• Understanding of or experience in Project Management


• Strong technical understanding and knowledge of technical terminology
  
  At 3 Sided Cube, we're not just another digital agency-we're creators of change. Nestled near the sun-kissed beaches of Bournemouth, our mission is to harness technology for good, partnering with esteemed organisations like The American Red Cross, the UN, Lush, and the RSPB to make a tangible impact on the world., 3 Sided Cube is an Equal Opportunity Employer and our employees are people with different strengths, experiences and backgrounds, who all share a passion for making the world a better place. Diversity not only includes race and gender identity, but also sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, and any other aspect which makes us unique.


We can't change millions of lives for the better without celebrating the diversity of those lives, and fostering an inclusive and diverse workforce within 3 Sided Cube is one of the ways in which we do that.

We also want to make sure that our recruitment processes are as inclusive as possible. If you have a disability or health condition (for example dyslexia, autism, an anxiety disorder etc.) that may affect your performance in certain assessment types, please reach out to us about potential reasonable adjustments.


• Flexibility at Its Best: Hybrid working or fully remote working options, flexible hours, and a remote working budget of £250 for your ideal home office setup


• Time to Recharge: 23 days of holiday, with an additional day for each year of service up to 28 days, plus the opportunity to buy up to 5 additional days of leave annually!


• Invest in Your Growth: A personal development budget of up to £1000 per year for training courses, books, and conferences.


• Making a Difference: 3 days off every year to volunteer for a 'for good' organisation, plus a birthday donation to a charity of your choice.


• Wellbeing Support: Fully subsidised counselling services, a Cycle to Work scheme, and complimentary Friday lunches on us


• Company Pension Scheme: Our salary sacrifice scheme gives you the option to pay in up to 10% of your salary with Cube contributing up to 8%


• Enhanced Parental Leave: Including 14 weeks of full paid maternity leave and 8 weeks of full pay for secondary caregivers.


• Vibrant Workspace: Enjoy a fun, pet-friendly office with a fully stocked kitchen, recreational facilities, and free parking.


• Celebrating our Culture & Success: Regular team events including remote activities, beach cleans, summer BBQs, and an annual Awards Ceremony to celebrate all things Cube!