Customer Support Manager

Heidi was born to make it easy for more and more people to discover the power of the mountains. We burst onto the ski holiday market in 2018 (formerly known as Ski Zoom) and have seen exponential growth. The company came from a desire to fix the lack of flexibility in the winter ski market. We help skiers and mountain lovers discover resorts that are hidden gems alongside the classics, and our clever tech is helping them to do it in a way that suits them best. We're a youthful, challenger brand, with an awesome culture, and we're shaking up a very traditional ski/mountain holiday industry. Heidi exists to solve a customer problem, and eight years since we began, customer-centricity still drives our decision making. The proof is in the outcomes: a Trustpilot "Excellent" rating, Which? Recommended Provider status, and rapid growth to become the UK's second-largest ski operator. So we're chuffed to bits to be shortlisted for 'Best Customer Centric Culture' at the UK Customer Experience Awards 2026.

Looking to the future, we have huge ambitions for growth. We have grown year on year since 2018 and expect 2026/27 to be our biggest yet. We took 65,000 passengers away to the mountains in winter 2025/26, we came 63rd in the Times top 100 fastest growing UK companies, and we've secured £5.6 million Series A investment. Key to our future success is growing the Heidi team with even more brilliant people than we have now. So we are looking for someone who will be fundamental to the success of our vision and is excited to help us drive that forward.

The Role

We're looking for a Customer Support Manager who can own the customer experience from the moment someone books to the moment they're home. At Heidi, the customer is everyone's responsibility, and this role holds the standard for what that looks like in practice.

You'll lead around 25 people across four teams, including our UK support function and a remote "follow the sun" operation based in Far East Asia and the Americas that runs for six months of the year. You'll also own our specialist disruption response for when the mountains misbehave. This is a hands-on, high-ownership role, and a rare mix of leadership, judgement and execution. It's an office-based role, and you'll need to be able to work from our office in central Bristol with availability to work some weekends and bank holidays throughout the season.

What You'll Own

• Customer experience outcomes, post-booking to home — own the experience from booking through on-trip to post-trip, across every channel (phone, WhatsApp, email and live chat). Be the single owner of "are our customers getting the experience we promised them".
• Own the Duty Manager function - including building and managing the Duty Manager rota, ensuring appropriate cover at all times, and personally stepping in to cover Duty Manager shifts when required.
• A global, follow-the-sun operation — lead four teams totalling ~25 people, including a UK team and remote colleagues covering Far East Asia and the Americas for the six-month season. Own the staffing plans, coverage model, time-zone handovers and seasonal ramp that make genuine 24/7 support real.
• Team operating model and accountability — scale a structured team with clear reporting lines, ownership and escalation paths. Set development plans, be a calm and decisive point of escalation, and hold a high bar for managerial standards and professionalism across team leads and frontline advisors alike.
• Seasonal readiness — own operational readiness ahead of each season: staffing, training, tooling, policies and disruption planning, so the team is match-fit before volume peaks.
• Onboarding and continuous training — run onboarding and ongoing training with measurable knowledge validation and performance tracking, keeping the bar high as the team scales seasonally.
• High-stakes decisions and disruption — own decision-making in sensitive, high-cost customer cases where there's financial exposure, precedent or reputational risk, and lead the disruption response when weather, roads or suppliers throw something unexpected at us.
• Cross-functional alignment — work closely with Operations, Product, Retention and Leadership to resolve customer issues, whether they stem from suppliers and fulfilment or anywhere else in the journey. Keep the customer front and centre in decision-making across the business, so every team is pulling in the same direction to raise the customer experience.
• Systems, tooling and automation — be the champion of the CS tech stack (ticketing, workflows, reporting), working with our Product team to make sure the team has the right tools and systems in place. Drive scalable process improvement, using these tools and AI to reduce friction, prevent recurring issues and improve the experience customers actually have.
• Metrics that matter — own and improve the measures customers feel: CSAT, response and resolution times, complaint resolution and NPS. You're also accountable for the productivity of the function, such as tickets per agent, and you'll work with our Holiday Experience tech squad to bring down tickets per booking.

What good looks like in this role

• Customer satisfaction stays above 90% through periods of sharp volume growth.
• You're a key member of our cross-functional NPS squad, which meets regularly whether NPS is rising or falling, and you help turn customer feedback into product features that positively impact the customer experience.
• The follow-the-sun operation runs reliably across time zones, with clean handovers and genuine overnight coverage.
• Your team knows what they're accountable for and what a great job looks like, and they're developing under your leadership.
• The support team is close to what customers need next, and you work closely with our Holiday Experience tech squad — the team dedicated to improving the customer experience — to turn what you hear and see into real product improvements.
• Manual, fragile processes are steadily replaced with scalable ones, and you're a driving force behind AI adoption in the team, using it where it genuinely helps customers rather than just to cut cost.

What we're looking for

• 3+ years in Customer Service / Customer Support leadership in a B2C environment.
• Proven experience managing multi-layer teams, including team leads. Experience of geographically distributed or global coverage across time zones is preferred.
• A strong track record of building structure, accountability and performance systems, not just keeping things running.
• Hands-on experience implementing and scaling CS infrastructure: ticketing platforms, workflows, automation and reporting. Experience with platforms such as Intercom or Zendesk, including implementation and optimisation, is a strong advantage. (CRM sits with our Head of Retention, who you'll work closely with, but familiarity with tools like Salesforce and Customer.io is useful.)
• Experience building or significantly upgrading CS operational foundations: process design, escalation frameworks, QA systems, knowledge bases and SLAs.
• Exceptional judgement in customer-facing decisions involving financial exposure, precedent-setting or reputational risk.
• A data-driven mindset, comfortable translating metrics (CSAT, NPS, resolution times, tickets per agent) into operational action.
• The ability to lead through pressure, ambiguity and peak-season intensity, with high integrity and professionalism as a trusted senior leader.
• AI-literate: actively curious about how AI changes the way a support function works, whether automation, AI agents, intent classification or knowledge-based response systems.
• You ski and/or are an outdoorsy person. Genuinely useful, not just a nice-to-have.
• Background in travel, marketplaces or operationally complex consumer products.
• Experience supporting global customers in real-time, high-stakes environments.
• Experience standing up or running a follow-the-sun / offshore support model.
• Additional languages alongside fluent English.

Who's going to be your manager? You’ll be reporting to Tori Hardy, our Head of Sales and Customer Support.

The interview process… Screening call (30 minutes): w/ Luke, our TA Partner Behaviour Interview (45–60 minutes): w/ Tori and Alexander, our Co-founder Onsite Interview (90 minutes): Demonstrate your experience and skills by working through pre-set questions and a task based on 'What we're looking for', with Tori and other members of the team Culture Add Interview (30 minutes): Questions linked to our values and ways of working with our co-founders Marcus and/or Alexander.

Our employee benefits 33 days paid annual leave (including Bank Holidays) + 4 paid “me days.” Salary sacrifice pension scheme Health insurance Enhanced parental leave Additional employee perks A fun packed company social calendar including our summer party, end of term conference and budget for team celebrations.

Our Commitment to inclusive hiring We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to age, sex, ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.