At a Glance
- Tasks: Lead and scale customer support operations while enhancing user experience.
- Company: Join a fast-growing HRTech/InsurTech startup redefining employee benefits.
- Benefits: Competitive salary, dynamic work environment, and growth opportunities.
- Other info: Exciting chance to shape the future of customer experience in tech.
- Why this job: Make a real impact in a rapidly scaling company with innovative solutions.
- Qualifications: Experience in customer support with a focus on operational excellence.
The predicted salary is between 40000 - 50000 £ per year.
Referment is partnering with one of Europe’s fastest-growing HRTech / InsurTech startups to hire a Customer Support Manager in London. This is a rare opportunity to join an early-stage company that’s redefining how employee benefits work globally, already trusted by some of Europe’s most forward‑thinking tech companies. The role sits at the centre of customer experience, operations, and product, with real ownership from day one.
You’ll lead and scale support operations across employer and employee users, focusing on high-volume ticket management, quality standards, and operational excellence as the business grows.
Qualifications- Currently or very recently in a dedicated Customer Support role with a focus on operational excellence.
- Direct, hands‑on experience managing and handling ticket queues in a high-growth environment.
- Track record of meeting and exceeding support-specific metrics, particularly SLAs and CSAT.
- Experience building or scaling support operations, including SOPs, workflows, and support tooling such as Zendesk, Intercom, or HelpScout.
- Ability to combine strategic thinking with hands‑on execution, prioritising customer resolution over commercial or sales-centric targets.
- Systems-minded, proactive, and highly customer‑centric.
- Passion for improving processes, workflows, and the overall customer experience.
- Excitement for working in ambiguous situations and taking ownership.
- Managing multi‑channel support operations (email / chat) and overseeing daily ticket queues.
- Building scalable workflows, SOPs, and support tooling to streamline operations.
- Analysing support metrics, specifically SLAs and CSAT, to drive performance improvements.
- Creating self‑service resources and QA frameworks to ensure high‑quality support at scale.
- Partnering closely with Customer Success, Product, and Operations teams to bridge the gap between support and strategy.
- Surfacing customer insights to influence product improvements and reduce support friction.
The business has raised significant backing from leading European investors and is scaling rapidly across the UK and Europe. Experience within the HRTech or InsurTech sectors is highly desirable. If this sounds like the role for you, apply now to avoid disappointment.
Customer Support Manager (47BB9E8) employer: Referment
Join one of Europe’s fastest-growing HRTech/InsurTech startups as a Customer Support Manager in London, where you will play a pivotal role in shaping customer experience and operational excellence. With a strong focus on employee growth, the company fosters a dynamic work culture that encourages innovation and ownership from day one, offering unique opportunities to influence product improvements and streamline support operations. Enjoy the benefits of working in a vibrant city with a team that values collaboration and is committed to redefining employee benefits globally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager (47BB9E8)
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the role. Plus, it could give you an insider's edge!
✨Tip Number 3
Prepare for the interview by practising common customer support scenarios. Think about how you'd handle high-volume ticket management or improve customer satisfaction. Show them you can think on your feet!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Customer Support Manager (47BB9E8)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Customer Support Manager role. Highlight your experience in managing ticket queues and operational excellence, as these are key for us. Use specific examples that showcase your skills in high-growth environments.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Tell us why you’re excited about this role and how your background aligns with our mission. Don’t forget to mention your passion for improving customer experiences and any relevant tools you've used like Zendesk or Intercom.
Showcase Your Metrics:We love numbers! If you've met or exceeded support-specific metrics like SLAs and CSAT, make sure to include those stats in your application. This will help us see your impact in previous roles and how you can contribute to our growth.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Referment
✨Know Your Customer Support Metrics
Familiarise yourself with key metrics like SLAs and CSAT before the interview. Be ready to discuss how you've met or exceeded these in your previous roles, as this will show your understanding of operational excellence.
✨Showcase Your Hands-On Experience
Prepare examples from your past where you managed ticket queues or built support operations. Highlight specific tools you've used, like Zendesk or Intercom, to demonstrate your practical knowledge and readiness for the role.
✨Emphasise Process Improvement Passion
Talk about times when you've improved workflows or processes in customer support. This will resonate well with the company's focus on enhancing the overall customer experience and show that you're proactive.
✨Be Ready for Ambiguity
Since the company is in a high-growth phase, they’ll want someone who thrives in uncertain situations. Prepare to discuss how you've navigated ambiguity in past roles and how you took ownership to drive results.
