At a Glance
- Tasks: Lead customer support, ensuring fast and empathetic responses to all inquiries.
- Company: Canary Care, a tech company revolutionising home monitoring for care providers.
- Benefits: Competitive salary, bonus scheme, flexible working, and health care cashback.
- Other info: Dynamic role with opportunities for skills development and career growth.
- Why this job: Join a mission-driven team making a real difference in people's lives.
- Qualifications: Experience in customer support and strong communication skills required.
The predicted salary is between 33000 - 33000 £ per year.
Canary Care is a technology company that provides a smart home monitoring solution for care providers, using discreet wireless sensors to help families and professional care teams deliver safer, more proactive and more efficient support.
What Does This Role Involve?
As a First Line Support Manager, you will elevate the customer support experience across both software and hardware products. This is a hands‑on, process‑focused role that ensures customers receive fast, effective and empathetic help whenever they need it. You’ll be the heartbeat of our support function, managing ticket workflows, maintaining service levels and ensuring every interaction increases trust in the Canary Care brand.
Responsibilities
- Oversee and optimise first‑line support workflows to ensure fast, accurate and empathetic responses.
- Maintain and improve service levels, ensuring customers feel supported and informed.
- Act as the central coordination point for escalations, incidents and cross‑team communication.
- Work closely with engineering and product teams to ensure customer feedback drives continuous improvement.
- Provide clarity on ticket priorities and what’s “live” across the support landscape.
- Shape support processes, documentation and best practices.
Qualifications
- Experience working within a customer support, service desk or technical support environment.
- Strong understanding of ticketing systems, workflows and service level management.
- Excellent communication skills with the ability to translate technical issues into clear language.
- Calm, structured approach to incident coordination and escalation handling.
- Passion for improving processes and delivering exceptional customer experiences.
- Ability to collaborate effectively across internal teams.
- Willingness to undergo enhanced security vetting if necessary.
Benefits
- Bonus scheme based on business performance and the company’s core values.
- Skills development and training opportunities.
- Competitive annual leave (25 days plus bank holidays) and flexible working.
- Wellbeing app (Unmind) for you and one other person.
- Health care cashback scheme covering dental, eye care, diagnostics and more.
- Employee Assistance Programme with GP line, counselling support, legal and financial advice.
- Exclusive discounted packages for home TV and broadband.
- Paid volunteering day and fund‑raising opportunities.
- Death in service benefit (pay twice annual salary to designated next of kin).
- Pension scheme with company contribution of 4% of salary when you contribute 5%.
Equal Opportunity Employer
We welcome applications from all walks of life and champion diversity, inclusion and the right to be your authentic self.
Customer Technical Support in Winchester employer: Canary Care Global Limited
Canary Care is an exceptional employer that prioritises employee growth and wellbeing, offering a competitive salary alongside a discretionary bonus and extensive benefits such as skills development opportunities, flexible working arrangements, and a comprehensive healthcare cashback scheme. Located in Winchester, the company fosters a collaborative and inclusive work culture, ensuring that every team member feels valued and empowered to contribute to meaningful advancements in customer support for care providers.
Contact Details:
Canary Care Global Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Technical Support in Winchester
✨Tip Number 1
Get to know the company inside out! Research Canary Care's products and values so you can speak their language during interviews. This shows you're genuinely interested and ready to contribute.
✨Tip Number 2
Practice your communication skills! Since this role is all about providing clear and empathetic support, try role-playing common customer scenarios with a friend. It’ll help you feel more confident when it’s your turn to shine.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral – which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Customer Technical Support in Winchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer support and technical environments. We want to see how your skills align with the role of First Line Support Manager at Canary Care!
Showcase Your Communication Skills:Since this role involves translating technical issues into clear language, give examples in your application that demonstrate your excellent communication skills. We love seeing how you can make complex ideas simple!
Highlight Your Process Improvement Passion:We’re all about enhancing customer experiences, so share any past experiences where you’ve improved processes or workflows. This will show us your commitment to delivering exceptional support!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Canary Care Global Limited
✨Know Your Stuff
Make sure you understand the ins and outs of customer support, especially in a technical environment. Familiarise yourself with ticketing systems and workflows, as well as the specific products Canary Care offers. This will help you speak confidently about how you can elevate the customer support experience.
✨Showcase Your Communication Skills
Since this role requires translating technical issues into clear language, practice explaining complex concepts in simple terms. During the interview, demonstrate your ability to communicate effectively by providing examples of how you've helped customers in the past.
✨Emphasise Empathy
Canary Care values empathetic support, so be prepared to discuss how you handle difficult situations with customers. Share stories that highlight your calm and structured approach to incident coordination and how you ensure customers feel supported and informed.
✨Collaboration is Key
This role involves working closely with engineering and product teams, so highlight your collaborative skills. Be ready to discuss how you've successfully worked across teams in previous roles to drive improvements and enhance customer experiences.
