Changes to Account Management Support and New Contact Process

## What’s changed? From October 2025, we’ve updated how you reach your Account Management team. Instead of reaching out to just one Account Manager, you’ll need to contact our team via **accountmanagement@zincwork.com**. This inbox is looked after by our entire Account Management team, and is closely monitored by our **Associate Account Managers**, so your queries always reach someone who’s available, informed, and ready to help. This is only a change to Account Management. For any platform or product issues not related to Account Management you can continue to use the existing live chat or email **contact@zincwork.com**. ## FAQs ### What happens to my current Account Manager? Rather than relying on a single person, you’ll now have access to our Associate Account Managers. This means there’s always someone available to respond, while also giving you the benefit of the team’s combined experience. ### Why are we doing this? What does it mean for me? We want to make sure you always have timely support. By moving to a shared team, your questions will never have to wait for one person’s availability, and you’ll benefit from a larger pool of knowledge. ### Will this affect how quickly I get responses? No — you’ll continue to receive the same fast response times you’re used to. With several people monitoring the inbox, your queries may even be answered quicker. ### Who will be handling my messages or questions? One of our **Associate Account Managers**. They have access to your account history, so they can respond with full context and understanding. ### What happens if I already have an issue? Your current Account Manager will help make sure your issue has been resolved before the change. ### Can I still arrange calls or meetings if needed? Absolutely. If something is best discussed live, just email the inbox and we’ll arrange a suitable time for a call or meeting. ### What if I prefer to talk to someone specific? You can still mention your former Account Manager in your message. We’ll use this information to connect you with the person best placed to help. ### How do I know my request won’t get lost in a group inbox? The inbox is closely monitored throughout the working day. Every request is tracked and assigned, so you can be confident your message will be picked up and resolved. ### Will I need to change how I log support tickets for product issues? Nope — nothing changes here. Continue using live chat or email **contact@zincwork.com** for product or technical questions. This update only affects Account Management queries. ### Does this change impact my contract, renewal or pricing? Nothing else is changing — your contract, renewal date and pricing remain exactly the same. ## How to contact us We’ll launch this update in October. When you're ready: - Email: **accountmanagement@zincwork.com** — for all Account Management support. - For candidate, platform and urgent queries not related to Account Management, continue to use the existing live chat or email **contact@zincwork.com**. We’ve designed this transition to be smooth and simple. If you’re unsure about anything or would just like to check in, you’re always welcome to reach out.