Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic customer support team and enhance customer experiences in a fast-growing online marketplace.
- Company: Join an established business that's rapidly expanding and values your career growth.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Why this job: Make a real impact by championing customer success and driving continuous improvement.
- Qualifications: Proven experience in customer support management and strong leadership skills.
- Other info: Collaborate across teams to shape the future of customer service.
The predicted salary is between 36000 - 60000 £ per year.
This is a great opportunity to work for an established and fast growing business, where you will have the opportunity to develop a worthwhile career. The company are experiencing significant growth and this will create genuine opportunities to develop the role further.
Role Overview
We are looking for an experienced Customer Support Manager/Head of Support to lead and develop our customer support function in a fast-growing online marketplace. You will be responsible for delivering an excellent, fair, and transparent experience for both consumers and service providers, while ensuring compliance with UK consumer protection law and CMA guidance for online platforms. This role combines people leadership, operational excellence, customer advocacy, and regulatory awareness, with a strong focus on complaints handling, trust, and continuous improvement.
Key Responsibilities
- Team Leadership & Performance
- Lead, coach, and motivate a customer support team
- Embed a customer happiness and success mindset and meet operational KPIs
- Set clear performance targets and KPIs
- Conduct regular 1:1s, performance reviews, and training sessions
- Foster a customer-first, compliant, and solutions driven culture.
- Customer Experience, Success & Operations
- Oversee day-to-day customer support operations across online tickets and phone
- Ensure fast, fair, and consistent resolution of customer and member issues
- Act as an escalation point for complex complaints, disputes, and sensitive cases
- Maintain high standards of professionalism, transparency, and accuracy in all customer communications whilst identifying opportunities to improve customer satisfaction, retention and trust
- Proactively identify opportunities to improve customer satisfaction, retention and trust
- Ensure customer communications are clear and outcome focused
- Customer Success & Happiness
- Champion customer success and long term satisfaction across the platform
- Support customer onboarding and education to help members generate the best return from the platform
- Own and improve customer satisfaction metrics
- Complaints, Trust & Safety
- Manage formal complaints and dispute resolution between customers and members
- Ensure complaints are handled fairly, consistently, and within defined timescales
- Develop a smoother process for dealing with complaints
- Identify trends relating to poor service, misrepresentation, or customer detriment
- CMA Compliance & Fair Trading Responsibilities
- Support compliance with CMA guidance on online platforms, reviews, and consumer transparency
- Use complaint data and customer insight to identify systemic issues that may pose regulatory or reputational risk
- Process Improvement & Reporting
- Review and improve support processes, workflows, and knowledge bases
- Use data, complaints insight, and customer feedback to drive service improvements
- Produce regular performance, complaints, and risk reports
- Support the rollout of new tools, features, or policies impacting customer support
- Cross-Functional Collaboration
- Work closely with the Marketing and Sales teams to represent the voice of the customer
- Contribute to platform improvements that reduce customer friction and regulatory risk
- Support launches, incidents, and peak-demand planning
Skills & Experience
Essential
- Proven experience in a Customer Support Manager / Customer Service Manager / Complaints Manager role.
- Experience in an online marketplace, SaaS, e-commerce.
- Strong people management and coaching skills
- Excellent complaint handling and conflict resolution abilities
- Strong written and verbal communication skills
Desirable
- Experience working with CMA guidance or regulatory compliance
- Experience with two-sided platforms (consumers & service providers)
- Knowledge of complaints escalation frameworks and dispute resolution
- Understanding of UK consumer protection and fair trading principles
- Experience with CRM and support tools (e.g. Slack and Aircall)
Customer Support Manager/Head of Support employer: Marstep
Contact Detail:
Marstep Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager/Head of Support
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Customer Support Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer support and leadership. Think about your past experiences and how they align with the role. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your skills through real-life examples during interviews. Talk about specific situations where you’ve successfully handled complaints or improved customer satisfaction. This will help you stand out as a candidate who can deliver results!
✨Tip Number 4
Don’t forget to apply directly through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our fast-growing team!
We think you need these skills to ace Customer Support Manager/Head of Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Support Manager role. Highlight your experience in leading teams, handling complaints, and improving customer satisfaction. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer support and how you can contribute to our mission. Be sure to mention any relevant experience with online marketplaces or compliance.
Showcase Your Communication Skills: Since strong written communication is key for this role, make sure your application is clear and professional. We love a good story, so feel free to share examples of how you've successfully resolved customer issues in the past.
Apply Through Our Website: We encourage you to apply directly 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 keen on joining the StudySmarter team!
How to prepare for a job interview at Marstep
✨Know Your Customer Support Basics
Make sure you brush up on the fundamentals of customer support management. Understand key metrics like CSAT and NPS, and be ready to discuss how you've used these in past roles. This will show that you’re not just familiar with the role but also passionate about driving customer success.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and motivated teams in previous positions. Think about specific situations where you’ve turned around team performance or improved morale. This is your chance to demonstrate your people management skills and how you can foster a customer-first culture.
✨Be Ready for Complaints Scenarios
Since handling complaints is a big part of this role, come prepared with examples of complex complaints you've resolved. Discuss your approach to conflict resolution and how you ensure fairness and transparency in your processes. This will highlight your ability to manage sensitive cases effectively.
✨Understand Compliance and Regulations
Familiarise yourself with UK consumer protection laws and CMA guidance. Be ready to discuss how you’ve ensured compliance in previous roles and how you would apply this knowledge in the new position. This shows that you’re not only focused on customer satisfaction but also on maintaining regulatory standards.
