At a Glance
- Tasks: Lead and scale customer support operations while enhancing the overall customer experience.
- Company: Join a fast-growing HRTech/InsurTech startup redefining employee benefits.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Exciting opportunity to work in a rapidly scaling company with significant investor backing.
- Why this job: Make a real impact in a role that combines strategy with hands-on execution.
- Qualifications: Experience in customer support with a focus on operational excellence and metrics.
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 (83393AB) employer: Referment
Join a dynamic and innovative HRTech/InsurTech startup in London, where you'll be at the forefront of transforming employee benefits. As a Customer Support Manager, you'll enjoy a collaborative work culture that prioritises employee growth and operational excellence, with ample opportunities to shape support processes and make a tangible impact from day one. With significant backing from top European investors, this is an exciting chance to thrive in a fast-paced environment that values your contributions and fosters professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager (83393AB)
✨Tip Number 1
Network like a pro! Reach out to people in the HRTech and InsurTech sectors on LinkedIn. A friendly message can go a long way, and you never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by practising common customer support scenarios. Think about how you'd handle high-volume ticket management or improve customer satisfaction. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Show off your skills with a portfolio! If you've built workflows or SOPs before, gather examples to share during interviews. It’s a great way to demonstrate your hands-on experience and strategic thinking.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Support Manager (83393AB)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer support, especially focusing on operational excellence. We want to see how your skills align with the role, so don’t hold back on showcasing your achievements!
Showcase Your Metrics:Since we’re all about exceeding support-specific metrics, be sure to include any relevant SLAs and CSAT scores you've achieved in previous roles. This will help us understand your impact in a high-growth environment.
Demonstrate Your Problem-Solving Skills:We love candidates who can think strategically while executing hands-on solutions. Share examples of how you’ve improved processes or workflows in past positions, especially in ambiguous situations.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to keep track of your application and ensure you’re considered for this exciting opportunity!
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 created SOPs. This will illustrate your proactive approach and passion for enhancing the customer experience, which is crucial for this position.
✨Be Ready for Ambiguity
Since the company is in a high-growth phase, they’ll want to see how you handle ambiguous situations. Prepare to share experiences where you took ownership and navigated uncertainty effectively, showcasing your strategic thinking.
