--- title: 'Product Specialist, First Line Support at Board Intelligence' canonical: 'https://feeny.ai/job/product-specialist-first-line-support-board-intelligence-sydney-q3she6vvp40a' type: 'job' last_seen: '2026-09-07' --- # Product Specialist, First Line Support at Board Intelligence - **Company:** Board Intelligence - **Location:** Sydney, Australia - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-08-25 - **Last confirmed live:** 2026-09-07 - **Apply:** https://jobs.lever.co/boardintelligence/bf051408-6d02-4189-83a4-cce442c0548d ## Job description Board Intelligence is a technology and advisory firm on a mission to make boards more effective, and through them, build better businesses and benefit society. Over twenty years we have established ourselves as the market leader in governance and board effectiveness, trusted by more than 80,000 directors, executives, and governance professionals globally, including across the Fortune 500, FTSE 100, and OMX 30. That trust has been earned through depth of insight, rigorous advisory work, and a track record that newer entrants simply cannot replicate. We have invested in applied AI since 2020, well ahead of the market, and that early conviction has paid off. Our AI-powered platform and smart board advisor give us a competitive advantage that is widening, not narrowing. In 2024, K1 Investment Management, the leading B2B Enterprise SaaS investor, backed us to accelerate that position further. We are now growing fast, with a proven commercial model spanning both mid-market and enterprise, and a product suite that has become a necessary addition in high-stakes board environments. The people joining us now will shape how we scale. We are deliberate about how we do that. Our founders and leadership team are deeply invested in keeping the culture that got us here: thoughtful, high calibre, and genuinely human. Ambition and balance are not in competition at Board Intelligence. If you want to work at the intersection of AI and governance, on problems that matter at the highest level, this is a strong place to be. ## Our Mission We unleash the potential of organisations through the science of board effectiveness, building better businesses and benefitting society. ## The Role As we grow our global client base, we are expanding our round-the-clock support coverage and are looking for a Product Specialist to join BI24, our 24/7 support team, based in Sydney, Australia. You will become an expert on the Board Intelligence platform, providing exceptional, concierge-style support to our global network of clients so they get fast, confident resolutions to their queries. Working UK hours from Sydney, you will be the principal point of contact for the UK business overnight, bridging the gap between the UK team finishing their day and starting the next. While you will be based in Sydney, you will be working closely with, and reporting into, a UK-based team, so a strong affinity for UK working culture and communication style is important. This role will work from 8am-5pm AEST which covers our overnight shift in the UK. We are recruiting for two possible day patterns: - Sunday to Thursday - Tuesday to Saturday The specific pattern for this hire will be agreed at offer stage, based on team coverage needs. Three days a week you will be supported by another out-of-hours colleague. On the other nights you will be the principal point of contact for the business. During quieter periods there is the opportunity to support other parts of the business and learn new skills. Main Responsibilities - As first point of contact by phone or email, diagnose and resolve client queries in line with our SLAs — timely, concise and effective responses built on a full understanding of the user’s query — while remaining alert to incoming calls, emails and internal requests. - Use your judgement to assess whether an issue is a software bug or reveals a need for more advanced training, identifying and escalating anything requiring further investigation. - Stay vigilant to internal messaging and communication, including platform status and uptime, which may indicate issues a client is experiencing. - Where you cannot resolve an issue, escalate it to Second Line Support, Engineering or Customer Success, explaining the context, the steps you took to diagnose it, and any notes on the user’s situation. - Stay fully aware of daily workload expectations, ensuring worksheets and flows are used. - Support client self-serve strategies by contributing to support articles and occasional client training. - Perform routine client audits and maintain accurate records of all client interactions. - Become an expert on Board Intelligence, keeping up to date with product developments by engaging with UK daytime content and meeting recordings, and building relationships with colleagues across the business. - Conduct user data requests and analysis, and ad hoc platform testing. - Take on projects from other teams to help further our company objectives. - Provide a feedback loop to the product and customer teams, representing the customer voice. - Proactively contribute ideas for the improvement of the team and internal processes. - Ask intelligent, pertinent questions to build context around potentially complex issues, while ensuring security procedures are strictly maintained. - Maintain accurate, detailed records of all client interactions. - Act as an ambassador for the business, living and breathing the Board Intelligence principles and standards. Person Specification This role suits someone who is genuinely comfortable working alone. For much of the week you will be the only person representing Board Intelligence to our clients, making judgement calls without a colleague to turn to, and deciding for yourself what can wait until the UK team wakes up and what cannot. You are calm when several things arrive at once, meticulous about records, and curious enough to want to understand a problem rather than simply close a ticket. You take pride in a client ending the conversation better off than when it started. Required Skills and Experience - A track record of customer service and/or technical support work from a relevant business or industry. - Excellent spoken and written communication skills, with the ability to explain concepts clearly and confidently by phone and email. - Ability to diagnose and resolve issues with sound judgement, escalating when appropriate and providing clear context to colleagues. - High levels of motivation, with a proactive mindset and the ability to use your own initiative while working largely unsupervised overnight. - Impeccable attention to detail and a commitment to high standards. - Confidence to ask questions to establish exactly what someone needs before providing an answer. - Ability to multitask, remain calm under pressure, and prioritise incoming tickets and calls. - Naturally inquisitive, with an interest in technology, customer service and problem solving. - Comfortable working autonomously from home, with a reliable, professional home working setup. Nice to haves - Basic fault diagnostics, triage and resolution skills. - Basic familiarity with JIRA, or similar, for logging and tracking customer issues. - Exposure to Datadog, or basic log review and monitoring. - Exposure to PagerDuty, or other alert and incident management systems. - Exposure to BugSnag, or other error reporting tools. What good looks like in this role - Clients get a fast, confident resolution overnight, and rarely need to raise the same issue again the following day. - The UK team starts its day with a clear picture of what happened overnight, because your handover and records are accurate and easy to pick up. - You escalate the right things at the right time — neither sitting on something that needed Engineering, nor passing on what you could have resolved yourself. - You are trusted to hold the business on your own on the nights you work alone. - Your product knowledge keeps pace with UK-daytime developments, despite working opposite hours to the people building it. - Support articles and client training are better because of contributions you have made. ## Our Values Our values aren’t just words on a wall. They capture our culture, and the behaviours we see and strive for every day. Kindness & caring — We celebrate brilliance that comes without big egos or sharp elbows, and we win while raising each other up. Curiosity & innovation — Entrepreneurship is in our blood. We’re inquisitive, challenge convention, think big, and move fast. Remarkable quality & service — We take joy from delighting our clients and pride ourselves on ensuring every interaction is exceptional. Diversity, equity and inclusion Board Intelligence is committed to building a team that reflects the breadth of experience, background and perspective needed to do this work well. We welcome applications from candidates of all backgrounds and do not discriminate on the basis of age, disability, ethnicity, gender, religion, sexual orientation or any other protected characteristic. If you need any reasonable adjustments at any stage of the process, please let us know and we will accommodate them. ## About Board Intelligence ## Company Overview - **One-liner**: Board Intelligence provides AI-powered board management software and advisory services that help boards improve their effectiveness and governance. - **Entity Type**: Private (acquired by K1 Investment Management in August 2024; previously backed by Susquehanna Growth Equity) - **Headquarters**: London, England, United Kingdom - **Founded**: 2008 (the company’s own story begins in 2008; some sources list 2002, but the official website cites 2008) - **Founders**: Two women consultants (names not publicly disclosed) ## Core Business - **Primary industry**: Board effectiveness software and advisory services (governance technology) - **Target customers**: B2B – boards of directors, governance teams, executives, and company secretaries in large enterprises (Fortune 500, FTSE 100, OMX 30) and mid-market organizations - **Mission or purpose statement**: To empower boards to work at their best and help organizations effect positive change in society, using the science of board effectiveness. ## Products & Services - **[Board Intelligence Platform]**: A secure, integrated SaaS platform covering the full board cycle – agenda planning, report drafting, board pack management, meeting management, minute writing, and board evaluation. Rated 4.8/5.0 on G2. - **[AI-Powered Board Assistant]**: Purpose-built AI that helps boards govern better by handling papers, preparation, and minutes, allowing directors to focus on decisions. Built on 20 years of boardroom expertise. - **[Advisory Services]**: Consulting and board evaluation services that help boards assess their effectiveness, align on strategic priorities, and transform how they work. ## Market Standing - **Valuation/Market Cap**: Not disclosed (private company; acquired by K1 Investment Management in 2024 – deal terms not public) - **Key Metric**: Annual revenue of GBP 13.6 million (latest estimate); 75,000+ professionals use the platform - **Notable Investors/Partners**: Susquehanna Growth Equity (lead investor in 2021 PE round); K1 Investment Management (acquirer); partnerships with the Chartered Governance Institute, National Association of Corporate Directors, and Institute of Directors. - **Growth Signals**: 34.5% year-over-year headcount growth (123 employees, up from ~82); trusted by 30% of the FTSE 100 and clients across the Fortune 500 and OMX 30; offices in London, Stockholm, and Mauritius; recent acquisition of Board Intelligence (HK) Limited. ## Competitive Advantages - **Deep domain expertise**: 20 years of research and hands-on advisory experience in board effectiveness, not just a generic portal. - **AI built for governance**: AI features are trained on real boardroom needs and security requirements, differentiating from generic meeting tools. - **Female-founded and led**: Unique leadership perspective in a traditionally male-dominated space. - **High customer satisfaction**: 4.8/5.0 G2 rating and a 300% improvement in board paper quality reported by clients. - **Integrated platform + advisory**: Combines software with consulting, creating a stickier, more valuable offering. ## Strategic Focus - **AI-first product development**: Expanding AI capabilities to automate board preparation, minute-taking, and compliance tasks. - **Global expansion**: Growing presence in North America and Europe through acquisitions and new office openings. - **Research and thought leadership**: Running the Board Value Index and Board Intelligence Think Tank to drive industry standards and attract top talent. - **Integration with K1 Investment Management**: Leveraging PE backing for further M&A and scale. ## Why Work Here - **Culture**: Described as collaborative, open, and diverse – “not your typical tech startup.” Female-founded and led, with a strong emphasis on work-life balance and supporting people’s lives beyond the 9-to-5. - **Work model**: Hybrid – roles based in London (HQ) with flexible working; global team across 11 countries. - **Employer rating**: 4.3/5.0 on Glassdoor (65 reviews) – culture 4.3, work-life balance 4.2, compensation 4.0. - **Growth opportunities**: Rapid headcount growth (+34.5% YoY) and a clear career ladder; the company invests in employee development and celebrates wins openly. - **Notable perks**: Not explicitly listed, but the company emphasizes a supportive environment, “no unnecessary red tape” in hiring, and a focus on impact. ## Sources 1. [boardintelligence.com - About Us](https://www.boardintelligence.com/en-us/about) 2. [boardintelligence.com - Careers](https://www.boardintelligence.com/en-us/careers) 3. [boardintelligence.com - Homepage](https://www.boardintelligence.com/en-us/) 4. [linkedin.com - Board Intelligence Company Page](https://linkedin.com/company/board-intelligence) 5. 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