- £40,000 - £45,000
- Manchester, hybrid
Innovative and forward-thinking digital company is seeking a passionate and operational Customer Support Manager to lead and enhance their customer support and tech support teams, ensuring that their community receives an unparalleled service.
In this pivotal role, you will be at the heart of the company's mission, fostering a customer- centric culture. As Customer Support Manager, you will provide strategic direction while offering hands-on support to create memorable and delightful member experiences.
In this varied role, you will also work closely with the founder on general people related strategy and achieving operational excellence within the company - inspiring leadership, creative thinking and the ability to implement new processes/ways of working is a must for this opportunity.
Key Responsibilities in this Customer Support Manager role:
- Lead, mentor, and inspire the Customer Support and Technical Support teams, ensuring that they are engaged, skilled and delivering an exceptional service.
- Oversee the day-to-day operations of the support teams, ensuring all enquiries are handled efficiently and in line with SLAs.
- Help manage complex customer support tickets and escalate recurring issues to appropriate departments for resolution.
- Lead initiatives to improve customer satisfaction, retention, and overall experience. Lead initiatives to improve customer onboarding.
- Develop and implement training programs to continuously enhance the skills and knowledge of the support teams.
- Collaborate with other departments to integrate customer insights into product development and marketing strategies.
- Represent the company in virtual community sessions and networking events.
- Champion the voice of the customer within the organisation, advocating for their needs and preferences.
- Lead and participate in cross-functional projects aimed at enhancing the customer support experience.
- Ensure the team is prepared to manage support spikes during product launches and other key events.
- Conduct regular performance reviews, providing feedback and identifying opportunities for professional growth.
- Work closely with the Founder on the overall people strategy for the business, helping to implement new ways of working to enhance the employee experience.
- Alongside the Founder, assess the current satisfaction levels of the team and the current EVP, putting forward suggestions for improvements and implementing positive change where required.
- Helping the Founder achieve operational excellence and traction within the company.
- General goal setting and tracking to ensure the overall strategy is being met and any issues are being escalated.
The Ideal Candidate will have:
- Proven experience in a customer support leadership role, preferably in a digital, SaaS or tech environment.
- Analytical mindset with the ability to work with, and interpret data and make informed decisions.
- Basic understanding of online business models and digital marketing is advantageous.
- Strong track record of managing and developing high-performing teams.
- Excellent problem-solving skills with a proactive approach to finding solutions.
- Excellent communication skills, with the ability to connect with team members and customers alike.
- Proficiency in using customer support tools and platforms (e.g., Keap, ThriveCart, Groove).
- Exceptional problem-solving skills and the ability to remain calm under pressure.
- A passion for personal growth and alignment with company values of compassion, continuous improvement, and positivity.
- An interest in working with the Founder on overall company strategy and being the implementor to ensure this happens.
- Excellent ability to understand, document and roll out new processes.
Key Perks:
- An inclusive and empowering work culture that is making positive change 24 days holiday + bank holidays + your birthday off
- Team lunch & learns in the office
- Dedicated 2 hours a week for professional development
- Pension scheme (NEST) Personal development budgets Team away days
- Hybrid working
Join this company and be part of a team that's committed to making a positive difference in the lives of their members.