Support Manager

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

📋 Description

• Oversee the support team for the UK and Australia

• Mentor and develop a team of six members across two different time zones

• Act as the deputy for the Head of Support

• Take ownership of service quality and customer experience

• Serve as the primary contact for escalations

• Organize rotas to ensure coverage during UK and Australian hours

• Analyze service desk data to derive insights that minimize repeat contacts

• Enhance processes, tools, and knowledge resources

• Create a pathway to senior leadership roles

⛳️ Requirements

• Demonstrated experience in managing a support or service desk team

• Strong understanding of incident, request, and problem management

• Experience in reporting on trends and service performance metrics

• Willingness to work early or late to accommodate Australian hours

• Experience with SaaS and in multi-time-zone environments is advantageous

🏝️ Benefits

• 25 days of holiday in addition to bank holidays

• Options for hybrid and flexible working arrangements

• Private medical insurance

• Health cash plan

• Life assurance coverage

• Access to the Calm wellbeing application

• Perkbox employee benefits platform

• Enhanced parental leave policies

• Cycle to work initiative

• Days allocated for volunteering

• Employee Assistance Programme

• Continuous learning, development, and career advancement opportunities within the ClearCourse Group