Junior Customer Support Manager

Who you are

• Experience directly managing or formally leading a team of customer-service agents in a fast-paced environment
• Experience in a technology business, marketplace, B2C service operation or other high-volume customer environment
• A proven ability to coach people, give clear feedback and improve individual or team performance
• Experience working in Zendesk, Salesforce, Intercom, Freshdesk or a similar customer-support platform
• Experience managing day-to-day operational performance, including workload, service levels, quality, productivity or customer satisfaction
• Experience managing messaging, email, telephone or other customer-support channels
• Strong judgement when handling difficult, sensitive or escalated customer issues
• Experience working with distributed, offshore or outsourced teams
• A hands-on approach, with the willingness to review cases, support agents with live decisions and help manage frontline work during busy periods
• Exposure to workforce planning, rotas, queue management or backlog reduction
• Confidence using customer-support systems, performance dashboards and operational data
• Previous experience in a marketplace where the business supports both customers and independent service providers
• Strong organisation and the ability to manage competing priorities without losing attention to detail
• Familiarity with AI, automation, self-service or other technology used to improve customer support
• Clear and confident communication with customers, service providers and colleagues
• Experience balancing customer needs with commercial or operational considerations
• Evidence of taking ownership, following problems through and ensuring they are fully resolved
• A genuine interest in developing people, improving processes and building a career in customer-support management

What the job involves

• Manage the day-to-day performance of a Customer Support team, ensuring work is prioritised effectively and customers and service providers receive a consistently high standard of support
• Lead, coach and develop Customer Support agents through regular one-to-ones, quality reviews, feedback and performance conversations
• Set clear expectations for productivity, quality, ownership and customer experience, holding team members accountable for meeting them
• Monitor queues, workloads, response times, backlogs and service levels throughout the day, taking action when performance falls behind
• Use customer feedback, quality reviews and performance data to identify where individuals or the team need additional support
• Support agents with difficult, sensitive or unusual cases, helping them make fair, balanced and commercially sensible decisions
• Take ownership of escalated customer and service-provider issues, ensuring they are investigated properly, communicated clearly and resolved fully
• Remain close to frontline work by reviewing tickets, listening to contacts and helping with customer conversations during busy periods or operational incidents
• Help maintain consistent standards, processes and decision-making across the London and Manila Support teams

The application process

• Apply with your profile
• Video call with the Head of Support
• Video call with the Head of Operations
• Present a case study to our 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