Employee Spotlight: Alice Jennings, Support Team Manager

Next up in our Employee Spotlight series is Alice - our first UK-based feature - who stepped up from Onboarding Specialist to Support Team Manager and is already making her mark!

What's your role at MirrorWeb and what does a typical day look like?

I'm the Support Team Manager. Day-to-day that means handling support queries from customers and colleagues, managing my team, and building out the processes that keep everything running smoothly.
Most mornings start with triaging tickets - diagnosing what's actually going on before touching anything.

From there it could be a 1-2-1 with my team member Cameron, working with Engineering on something more complex, or finding gaps in how we do things and fixing them. The hands-on troubleshooting and the process side sit alongside each other constantly - and I genuinely love that no two days look the same.

What's a recent win you're proud of?

How quickly the team has picked up AI tools and put them to work. Not just using them for the sake of it - but genuinely figuring out where they help and where they don't, while keeping customer care at the same level throughout.

That balance is harder than it sounds, and they've absolutely nailed it. I couldn't be more proud of how they've approached it.

Which MirrorWeb value resonates most with you, and why?

Build Trust, Keep Trust. In Support, that's everything.

When a customer contacts us, something has gone wrong. They need a resolution, but more than that, they need to know they're in capable hands. Every ticket is a chance to either build on that trust or chip away at it - and I take that seriously. I think about it when building processes too. If something doesn't hold up when things get busy, that impacts trust as well as efficiency.

What excites you most about where MirrorWeb is heading?

The product development really excites me, from a technical standpoint. What we're building with Sentinel and where AI-driven compliance is heading is solving real, hard problems - and I see that directly in the support queue. The questions customers are asking are more sophisticated than they were two years ago because they're doing so much more with the platform. That's a brilliant sign.

I joined MirrorWeb two years ago as an Onboarding Specialist before making the move into Support Team Manager. The more I've picked up, the more excited I’ve become about our trajectory.

What do you love about the MirrorWeb team?

The people and the relationships we've built - it's something really special. We've got team members across Manchester and Austin, some remote, and it honestly doesn't feel like it. I've built real friendships with people in the Austin office despite never being in the same room, which I didn't expect when I joined!

There's a brilliant social side to the team, but everyone brings that same energy to their work too. The standard people hold themselves to is high - and it comes from the team itself, not from the top down. Everyone genuinely cares, and that makes all the difference.