Customer Support Manager

Who you are

• Significant experience leading a customer support, customer operations or service-delivery team in a fast-paced, high-volume environment.
• Experience in a technology business, marketplace, B2C service operation or other high-volume customer environment
• Experience directly managing Team Leaders, supervisors or other people managers, as well as taking responsibility for the performance of the wider team.
• Experience working with Product, Engineering or Technology teams to improve customer journeys, internal tools or operational workflows
• A strong track record of improving measurable customer and operational outcomes, such as customer satisfaction, quality, productivity, service levels, response times, backlog, repeat contact or cost.
• Experience reducing contact demand, repeat contact or customer effort through root-cause improvements
• Experience building effective performance-management routines, including coaching, one-to-ones, quality reviews, development planning and managing underperformance.
• Experience managing workforce planning, forecasting, scheduling or capacity across a sizeable operation
• Strong operational leadership, with experience managing workloads, capacity, priorities and service delivery across multiple teams, queues or channels.
• Experience leading customer support through rapid growth, organisational change or the launch of new products and services
• Excellent judgement when handling complex, sensitive or high-risk customer and service-provider issues.
• Experience supporting both consumers and independent service providers, contractors, suppliers or other third parties
• Experience leading operational, process or service improvements from identification through to implementation and adoption.
• Experience leading distributed, offshore or outsourced teams, particularly across different countries or time zones
• Confidence using data to understand performance, identify risks, prioritise action and measure whether improvements have worked.
• Experience managing a BPO partner or working within a blended in-house and outsourced operating model
• A hands-on leadership style, with the willingness to review frontline work, support serious escalations and get involved during periods of exceptional demand
• Experience managing messaging, email, telephone or other customer-support channels
• Experience using Zendesk, Salesforce, Intercom, Freshdesk or a similar customer-support platform
• Practical experience implementing AI, automation, routing, self-service or other technology within a customer-support operation

What the job involves

• Lead the day-to-day performance of Housekeep’s Customer Support operation, ensuring customers and independent service providers receive a consistently exceptional experience
• Act as deputy to the Head of Support, taking ownership of the operation, team priorities and key decisions when required
• Lead and develop Team Leaders and Customer Support agents across London and Manila, building one high-performing team with shared standards, accountability and culture
• Set clear expectations for customer experience, quality, productivity, ownership and judgement, ensuring managers and agents are held accountable for delivering them
• Establish effective performance-management routines, including one-to-ones, coaching, quality reviews, development plans and structured management of underperformance
• Own operational performance across customer satisfaction, quality, productivity, response times, service levels, repeat contact, backlog and cost per job
• Use data to understand performance, identify risks and prioritise the actions most likely to improve customer and operational outcomes
• Manage capacity, workloads and priorities across teams and channels, ensuring resources are deployed effectively and service is maintained during busy periods
• Take ownership of complex, sensitive and high-risk customer or service-provider escalations, making fair, balanced and commercially sound decisions

The application process

• Apply with your profile
• Video call with the Head of Support
• Video call with the Head of Operations
• In person interview and present a case study to the CEO and Head of Support

Benefits

• 25 days holiday allowance + bank holidays
• Flexible hours and the option to work from home
• Cycle to Work scheme
• Salary sacrifice gym membership scheme
• Access to Employee Pricing Programs
• Sponsored learning, including conference tickets and travel
• Choice of hardware, OS and IDE – you do you
• Posh Christmas and Summer parties
• Tons of sponsored team socials
• Free cleans
• Casual dress code
• Discounts on Tradespeople jobs