Customer Support Manager (E83393A)

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. As the team is currently small, you will act as a player‑coach, balancing strategic improvements with hands‑on ticket resolution.

You’ll Thrive Here If You

• Are currently or very recently in a dedicated Customer Support role (rather than Customer Success) with a focus on operational excellence
• Are a true player‑coach who is excited to work directly in ticket queues while overseeing a small, high‑growth team
• Have direct, hands‑on experience managing and handling ticket queues in a startup environment for several years
• Can demonstrate a track record of meeting and exceeding support‑specific metrics, specifically SLAs and CSAT
• Have experience with financial products, regulated products, or managing complex complaints
• Have experience building or scaling support operations, including SOPs, workflows, and support tooling such as Zendesk, Intercom, or HelpScout
• Enjoy combining operational execution with hands‑on delivery, prioritising customer resolution over commercial or sales‑centric targets like ARR or NRR
• Are systems‑minded, proactive, and highly customer‑centric
• Love improving processes, workflows, and the overall customer experience
• Are excited by ambiguity and ownership within a small, agile team

What You’ll Be Doing

• Acting as a hands‑on lead, directly handling ticket queues and managing daily multi‑channel support operations (email/chat)
• Building scalable workflows, SOPs, and support tooling to streamline operations as the company scales
• Analysing support metrics, specifically SLAs and CSAT, to drive performance improvements and maintain high quality standards
• 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.