Senior Customer Service Manager London, England, United Kingdom

When you join Exclaimer you will join a global award-winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an inclusive and outcomes-driven culture. Exclaimer is a high-growth SaaS company with 300+ colleagues across the UK, US, Europe, and Asia-Pacific. We promote a people-first culture built on fairness, inclusion, psychological safety, and continuous learning. As we evolve into a multi-channel platform for branded business communications, we offer employees the opportunity to shape the future of global communication—while growing their careers in a culture where curiosity, creativity, and accountability thrive.

We’re officially Great Place To Work Certified™. Exclaimer has been recognised by Great Place to Work® for our culture of collaboration, trust, and growth. This certification reflects our commitment to creating an environment where every voice matters and people genuinely enjoy coming to work.

About the opportunity

Role and responsibilities

You will be responsible for the leadership and day-to-day management of the Exclaimer Desk functions within Customer Service function. This will include inspiring, motivating, training the team as well as managing the overall team and their individual performance. You will act as their first point of escalation for any complex challenges or customer complaints. This role will also manage the day-to-day relationship with our outsourced first line team, ensuring consistent and high-level performance. It will also be responsible for influencing and enacting long-term strategies for bringing the outsourced team in-house when the time comes. A core component of this role is maintaining a high level of quality and attention to detail in team and your own work.

Key Responsibilities:

• Recruit, hire, train, and mentor a high-performing team of Support Desk Generalists.
• Conduct regular performance reviews, provide constructive feedback, and identify areas for professional development.
• Foster a positive and collaborative team environment that encourages open communication and knowledge sharing.
• Identify training needs for team members and work with Head of Exclaimer Desk to develop personal development plans for all team members.
• Provide consistent and relevant feedback for team members taking an active part in the QA process.
• Motivate and inspire the team to achieve high levels of customer satisfaction and operational excellence.
• Lead and maintain our relationship with our outsourced inbound team, looking to remove blockers, understand and drive metrics.

Support Operations:

• Oversee the day-to-day operations of the support team, ensuring efficient and effective resolution of customer issues.
• Develop and implement best practices and standard operating procedures for desk support team.
• Monitor key performance indicators (KPI) such as customer satisfaction, resolution times, and first-response resolution rates.
• Analyse customer feedback and identify areas for improvement in product design, documentation, and support processes.
• Deliver on departmental strategy to bring our current inbound outsource team in-house as we pivot to a fully sourced front-line customer service team.

Customer Relationship Management:

• Manage and de-escalate customer conflicts: Effectively handle escalated customer issues, such as complaints, disputes, and strong dissatisfaction.
• Employ active listening, empathy, and clear communication to calm agitated customers and find mutually agreeable resolutions.
• Facilitate internal escalations; Coordinate and communicate effectively with other departments (e.g., technical support, sales, legal) to resolve complex customer issues that require cross-functional collaboration.
• Act as a liaison between customers and internal teams, ensuring timely and appropriate resolution of escalated matters.
• Build and maintain strong relationships with key customers and partners.
• Escalate critical customer issues to appropriate internal teams and ensure timely resolution.
• Proactively identify and address customer concerns.

Stakeholder Management:

• Build strong relationships with key stakeholders, including customers, technical teams, and management.
• Effectively communicate with stakeholders at all levels, both verbally and in writing.
• Manage expectations and resolve conflicts.
• Continuous collaboration with the other teams within Customer Teams.
• Consistently look at ways to improve processes and automate where possible.

Role Profile

At least 5 years’ experience in a Management/Leadership role in a Customer Service environment. Intermediate to advanced skills in Excel, Word and Outlook. Attention to detail and numerical accuracy. Strong communication skills, written and verbal. Ability to manage competing priorities and deliver to deadlines. Experience with Salesforce CRM is advantageous.

At Exclaimer, we’re proud to offer a benefits package that reflects our commitment to supporting you professionally, personally, and wherever life takes you. Alongside competitive pay, you’ll have access to generous paid time off, flexible working options including our XFlex programme and a “work from anywhere” allowance - plus enhanced leave for all new parents, regardless of gender, family structure, or path to parenthood. Our wellbeing offering includes comprehensive healthcare coverage, fully funded insurance and income protection, access to 24/7 virtual care, and mental health, legal and financial support through employee assistance programmes. We help you plan for the future with contributory retirement plans and savings support, and back your day-to-day wellbeing with perks like subscriptions to Calm and Blinkist, fitness and lifestyle credits, global travel assistance and a wide range of discounts. Wherever you’re based, you’ll find that Exclaimer’s benefits are designed to help you thrive: at work and beyond.

At Exclaimer, inclusion is more than a policy - it’s part of who we are. We’re proud to be an equal opportunity employer and welcome applications from people of all backgrounds, experiences, and identities. We consider all candidates fairly and without discrimination irrespective of ethnicity, race, religion, nationality, age, gender, marital status, disability, neurodivergence, caring responsibilities, sexual orientation, or gender identity. We’re building a culture where everyone feels they belong and can thrive, and we’d love for you to be part of it. If you require any reasonable adjustments or support through the application or hiring process, please email the team in confidence via Work@Exclaimer.com to let us know.