Employee Spotlight

What is your job role in your own words?

I am the Customer Support Manager at Infogrid. I manage a small (but mighty) team, who are here to support customers when they need us. Whether it be help with using our platform, troubleshooting an offline device, or general queries about Infogrid. We are always looking at ways for our users to access the answers to their questions easier, faster, and more effectively. To do this we have built an entire library of articles in our help centre as well as lots of in-product tools such as chatbots, product tours, tooltips, and more! Customer experience is always at the forefront of what we do, we enjoy servicing customer enquiries and try to make the experience as pleasant and enjoyable for our users as possible, every time.

What's the best thing about the team you work in?

Customer Support sits alongside Customer Success at Infogrid, and I love this. We can pull on the expertise of different skill sets and different experiences outside that of support. This has been key over the last few months and as enabled us to grow our support offering to where we are today. We have a long road ahead of us with lots of exciting plans, and by collaborating with Customer Success; and most recently our Deployment, Implementation, Supply Chain, and Operations teams, we are able to collectively build on each function together. We may all have our own roles to do, but we are truly "one team".

What is your favourite thing about working for Infogrid?

Not many people can say that they truly love their job...I am one of the lucky few. My job is hugely satisfying. I am able to have fun while I work yet challenge myself professionally at the same time. All alongside working collectively with the rest of the Infogrid team to help improve the sustainability of our planet one building at a time. Everyone at Infogrid has a real passion for what we do, it isn't like other places where I have worked and everyone logs on every day just to get paid...we are making a difference with what we do, and this motivates everything that we do. The team at Infogrid are nothing short of legendary - we have some incredible talent in our teams and I feel truly lucky to work alongside some of the best colleagues I ever have.

What has been your most rewarding/exciting project you have worked on whilst working for Infogrid?

When I started working for Infogrid, support still sat within the Customer Success Managers remit to the most part although Claire in my team had already started shortly before me. I was afforded the opportunity to re-position support into its own team. In a very short period of time we have managed to not only move support into its' own team; but do it well. Our Customer Success Managers have now got more time to spend building really valuable relationships with their clients; and our users have a dedicated team to reach out to when they need us. It has been super exciting to see utilisation of our help centre and other tools grow month on month, Customer Satisfaction ratings for support tickets consistently high, and the support team growing from strength to strength.

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