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- Tasks: Lead and inspire a dynamic Customer Support team to deliver top-notch service.
- Company: Join Coople, a leader in flexible work solutions across Europe.
- Benefits: Enjoy stock shares, ongoing training, flexible hours, and free office lunches.
- Why this job: Make a real impact in redefining the future of work with innovative technology.
- Qualifications: 1-2 years in team management and a passion for customer service.
- Other info: Work in a vibrant London office with great career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
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This range is provided by Coople UK. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Coople UK
Overview
Flexibility has become one of the defining features of successful workplaces. You now have the unique opportunity to join Coople, a pioneer in the world of flexible work and one of the largest players in the flexible staffing sector in Europe. Do you want to make flexible work a rewarding experience for ambitious workers and businesses? Then we are looking for you!
As a Customer Support Manager, you will be responsible for ensuring the highest quality of Level 1 support for both our customers and Cooplers in the UK market. Your leadership will drive operational excellence, team performance, and customer satisfaction.
Tasks and responsibilities:
- Lead, motivate and manage the UK Customer Support team, ensuring high performance, engagement and professional development.
- Oversee team scheduling and staffing, optimising resources to maintain efficiency.
- Provide continuous coaching and mentorship, driving performance against KPIs and maintaining high CSAT scores.
- Document, refine and automate team processes with the help of AI to enhance efficiency and service quality.
- Provide hands-on support to the team in their daily operations, with increased involvement during peak periods or staff absences to ensure seamless service delivery.
- Gather and relay customer feedback, collaborating with cross-functional teams such as Operations, Commercial, Marketing and Product to improve customer experience.
- Handle compliance escalations, ensuring cases are directed to the appropriate teams.
- Recruit, onboard and train new team members, ensuring a smooth integration into their roles.
Experience:
- 1-2 years of team management experience in customer service or a related field.
- Proven customer service experience in a B2B/B2C environment, ideally within a technology-driven business.
- Strong customer orientation, with a track record of meeting and exceeding performance targets.
- Experience using AI to structure and improve workflows.
- Excellent organizational skills with a structured and solution-oriented mindset.
- Strong communication and objection-handling skills.
- Experience with support ticketing systems is a strong plus.
- Knowledge of HR processes is a strong plus.
Work Conditions
- This position is based in our London office (near Old Street Station) in a hybrid setup, with a minimum of two days per week in the office.
- Occasional Saturday/Sunday and bank holiday work is required as needed.
At Coople, the UK’s leading digital staffing platform, we are committed to making flexible work easy, reliable, and fulfilling. We believe that work should adapt to life, not the other way around. Our core values – Agile, Collaborative, Fair, Empowering and Passionate – drive everything we do.
What We Offer:
- Stock shares for all employees
- Ongoing training & development opportunities
- Enhanced pension contributions
- Flexible working arrangements
- Free lunch in the office
- A vibrant workspace in the heart of Old Street
Join us and be part of a team that’s redefining the future of work!
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Customer Service
Industries
- Staffing and Recruiting
- Internet Marketplace Platforms
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Customer Support Team Manager employer: Coople UK
Contact Detail:
Coople UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Team Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Support Team Manager role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research Coople and understand their values and mission. Think about how your experience aligns with their goals, especially around flexible work and customer satisfaction. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Show off your skills! If you’ve got experience with AI in customer service, make sure to highlight that. Bring examples of how you've used tech to improve workflows or customer experiences. It’s all about demonstrating your value to the team!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Coople team. So, get that application in and let’s make flexible work a reality together!
We think you need these skills to ace Customer Support Team Manager
Some tips for your application 🫡
Show Your Passion for Customer Support: When writing your application, let us see your enthusiasm for customer support! Share specific examples of how you've gone above and beyond to help customers in the past. This will show us that you truly care about delivering top-notch service.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for the Customer Support Team Manager role. Highlight your relevant experience, especially in team management and using AI to improve workflows. We want to see how your skills align with our needs!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. Remember, we’re looking for strong communication skills, so make sure your writing reflects that!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re serious about joining our team at Coople!
How to prepare for a job interview at Coople UK
✨Know Your Stuff
Before the interview, make sure you understand Coople's mission and values. Familiarise yourself with their approach to flexible work and how they leverage AI in customer support. This will show your genuine interest and help you connect your experience to their goals.
✨Showcase Your Leadership Skills
As a Customer Support Team Manager, you'll need to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on performance improvement and engagement. Be ready to discuss specific KPIs you've met or exceeded.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle customer escalations. Think of real-life scenarios where you had to manage difficult situations or improve processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the team's current challenges, how they measure success, or how they integrate AI into their workflows. This shows your proactive mindset and eagerness to contribute.
