Customer Support Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take charge of the AHT reduction project, overseeing planning, execution, and reporting progress against established targets.

• Spearhead the rollout of phone systems as a standalone project, collaborating with the software and AutOps team.

• Monitor support metrics such as AHT, first response time, and complaint resolution, proactively identifying risks.

• Develop and enhance automations that streamline the support process.

• Manage the complaints process from start to finish.

• Supervise a small team of direct reports on a daily basis, coaching them to achieve targets and uphold standards.

• Personally handle complex second-line cases as necessary.

• Work efficiently without sacrificing quality.

• Report directly to the CX lead.

⛳️ Requirements

• 2–3+ years of experience in leading or managing a small support team, preferably in a dynamic environment.

• Proven history of achieving measurable improvements in support metrics like AHT and response times.

• Familiarity with how voice systems integrate into a broader channel mix.

• Experience with additional support channels, including chat and WhatsApp.

• A proactive mindset in identifying and resolving issues prior to escalation.

• Comfort in personally managing complex second-line cases when required.

• Experience in a regulated industry is advantageous.

• A passion for maintaining high service standards is a plus.

• Proficient in spoken, written, and reading English.

🏝️ Benefits

• Stock options to ensure everyone has a stake in our mission.

• 25 days of holiday in addition to public holidays.

• Option to exchange public holidays for those that matter most to you.

• Day off for your birthday.

• Remote-first and flexible working arrangements.

• Defined core working hours.

• No internal meetings scheduled on Friday afternoons.

• Up to £1,200 or €1,200 annually for remote setup expenses.

• Up to £150 or €150 monthly for wellbeing support.

• Salary reviewed biannually.