Customer Support Manager

About the Role:

• This role owns delivery of core support improvement projects, not the whole strategy but specific milestones.
• It sits inside the Buy team and reports to the CX lead.
• You will lead a small team and handle complex second-line cases personal when needed.

Responsibilities:

• Own delivery of AHT reduction project and report on progress against target.
• Track support metrics closely and flag risks early, spotting issues proactively.
• Lead phone systems rollout, build automations, and run the complaints process end to end.
• Lead and coach a small team of direct reports day to day.

Requirements:

• 2-3+ years leading or managing a small support team, ideally in a fast-moving environment.
• Track record of delivering measurable improvements to support metrics like AHT and response times.
• Understanding of how voice systems integrate with chat and WhatsApp channels.
• Proactive by instinct, approachable, and confident handling complex second-line cases.

Benefits:

• 25 days holiday plus public holidays, with the option to swap public holidays and birthday off.
• Stock options and remote-first flexible working with no internal meetings on Friday afternoons.
• Home working budget up to £1,200 or €1,200 per year and wellbeing budget up to £150 or €150 per month.