Customer Support

• Grow and lead the CX function by setting clear priorities, operating cadence, and quality standards so the team delivers consistently as tem scales.
• Hire, develop, and performance-coach exceptional CX talent, building a high-performing team with clear expectations and progression.
• Own the CX operating cadence and cross-team interfaces (not the domain strategy) so the lead to renewal journey runs predictably: clear ownership, handoffs, escalation paths, and feedback loops that the team uses day to day.
• Set up and run the signal-to-action machine (not the fixes themselves): how feedback is captured, synthesised, prioritised, assigned to the right owners in Product, Data, and Ops, and closed looped back to CX so learning compounds.
• Work in lockstep with the relevant domain Expert. The Expert owns domain strategy and trade-offs. You translate domain priorities into CX priorities, resourcing, and execution rhythm without being the primary vision owner.
• Make progress visible through lightweight metrics, documentation and recurring review loops that compound learning.

Head of Customer Experience

Account Manager

• Design and lead the buy side partnership engine, ensuring it scales with clarity, consistency and measurable impact.
• Create structure and rhythm across broker engagement, balancing automation with commercial judgment.
• Define how partner relationships flow from first contact through to deal execution and ongoing performance.
• Turn partner and pipeline signals into actionable insight that drives process, tooling and strategic improvement.
• Lead cross functional collaboration, ensuring alignment across Sales, Ops, Product and Data.
• Make performance visible through reporting, documentation and feedback loops that compound learning.

Partnerships Lead

• Own the customer feedback loop, ensuring every interaction improves system performance.
• Handle customer queries with precision and empathy, resolving issues and capturing insights that prevent recurrence.
• Drive customer satisfaction, ensuring it is tracked and acted on - data and feedback loops drive meaningful changes.
• Translate customer signals into clear, structured feedback that informs Operations, Product and Data.
• Keep work visible and outcomes measurable through consistent documentation and communication.
• Contribute to the design and improvement of the Support Intelligence system that blends automation with human care.

Senior Customer Experience Specialist

Content Marketing Manager

• Own and build tem’s content engine: editorial strategy, operating cadence, and quality standards.
• Translate policy and market changes into timely explainers, notes, and thought leadership with a strong POV.
• Launch and manage recurring content products, including a weekly market update and a monthly deep dive.
• Partner with PMM, Design, Compliance, Commercial, and Leadership to align content with product strategy and market needs.
• Commission and manage freelancers, including energy subject matter experts, copywriters, and motion designers.
• Set and maintain voice, POV guardrails, and compliance-ready publishing practices, including a 24 to 72 hour SLA for material market or policy changes.
• Create and maintain playbooks, templates, and a rapid-response workflow across channels and CMS.
• Track and report on reach, engagement, and commercial impact across owned and earned channels.
• Establish a consistent content rhythm, measurable reach and engagement, and a scalable system that supports rapid publishing and credibility-building.

Content Marketing Lead

Data Scientist

• Take full technical ownership of Rosso, the company's proprietary pricing engine, setting R&D strategy and ensuring continuous improvement
• Design, implement, and deploy machine learning and optimisation models that power real-time pricing decisions at scale
• Lead experimentation on new modelling approaches, optimisation techniques, and risk measurement frameworks
• Provide technical mentorship to ML engineers and data scientists, raising research practices, code quality, and delivery
• Translate business needs into a clear technical roadmap for Rosso, defining success metrics and ensuring alignment with company objectives
• Partner with product managers, engineers, and commercial teams to deliver Rosso’s capabilities into market-facing products
• Consistently evaluate and integrate latest academic and industry advances to keep Rosso at the cutting edge
• Work in a greenfield problem space to shape architecture, modelling approach, and technical strategy

Head of Customer Experience

Partnerships Lead

Senior Customer Experience Specialist

Content Marketing Lead

Senior Staff Data Scientist