Product Specialist | Board Intelligence Careers

Board Intelligence is a rapidly growing Software as a Service (SaaS) business, pioneering a service that drives board effectiveness for decision-makers and directors. With over 20,000 users engaged on our platform, we work with FTSE 100s, large privately-owned companies, public sector and government departments.  We delivered ~50% YOY growth from 2015 to 2020 and we’re tracking for a year of growth again in 2021. We are 100 people today and growing fast. As we grow, we’re fiercely protective of our friendly, high performing, and increasingly diverse culture. As we continue to grow, protecting our exceptional concierge-level service to clients is critical, and we need someone to help us to continue to provide that support.

The Role

As a Product Specialist for Board Intelligence, you will be the first point of contact for our clients to diagnose and resolve any queries they have. Your goal will be to provide best-in-class concierge-style support to some of the most experienced and respected business leaders in Britain. Your success will provide a memorable experience for our clients - educate them on how to get the most from our platform - while simultaneously working with other departments to deliver training and contribute to product development. Responsibilities include:

  • Diagnosing and resolving any client queries by asking intelligent, pertinent questions that allow you to build context around potentially more complex issues and escalate if necessary
  • Using your judgement to assess whether any issues might be the result of a software-based bug or reveal the need for more advanced training and guidance
  • Supporting other internal teams such as Product and Customer Success by occasionally delivering client training, attending client meetings or providing feedback to aid future product development
  • Maintaining accurate records of all client interactions
  • Maintaining up-to-date knowledge of product developments and changes
  • Supporting internal teams on user data requests and analysis, and with quality assurance issues
  • Providing a feedback loop to the product and customer teams, representing our customers’ voice
  • Contributing ideas for the improvement of the team and internal processes

Due to the need for 24/7 coverage, you will enter a rota for out of hours coverage with shifts covering some weekends and evenings. Call volumes are much lower out of hours.


The Candidate

While it’s advantageous to have experience of first-line software support, we’re more interested in someone who is passionate about consistently delivering an outstanding customer experience and has a genuine interest in learning more about technology. Key requirements include:

  • Commitment to delivering the best quality of service to clients, with a track record of service from a relevant business or industry
  • Confidence to ask questions to ascertain exactly what someone wants to know before providing an answer
  • Commercially minded with an entrepreneurial drive and ‘can do’ attitude• Naturally inquisitive and genuinely interested in customer service and in technology
  • Excellent spoken and written communication skills, with the ability to explain concepts and ideas efficiently and engagingly
  • Exceptional attention to detail and standards
  • A strong track record in a customer-facing role, delivering exceptional standards of service


  • Competitive salary & pension scheme
  • Personal performance bonus
  • Company performance bonus share
  • 26 days holiday each calendar year
  • Bupa health & dental cover (including Babylon Virtual GP)
  • Group life insurance (4x annual salary)
  • Employee Assistance Program and Bereavement Counselling & Probate Helpline
  • AIG Smart Health (virtual GP app)
  • Season Ticket Travel Card Loan and Cycle to Work Scheme
  • Eye test vouchers and Flu Jabs
  • Gym membership discounts
  • Regular company socials
  • We are currently working remotely, we anticipate in the future this role will be based partially in our Central London office and partially WFH.

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