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 work in a rapidly scaling company with significant backing.
- Why this job: Make a real impact in a role that combines strategy and hands-on execution.
- 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.
Responsibilities
- 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) in London 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 operations from the ground up. With significant backing from top European investors, this is a unique chance to make a meaningful impact in a fast-paced environment while being part of a forward-thinking team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager (47BB9E8) in London
✨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! If you’ve built workflows or improved processes in previous roles, be ready to share those examples. We love hearing about real-life experiences that demonstrate your operational excellence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate candidates who are excited about redefining employee benefits.
We think you need these skills to ace Customer Support Manager (47BB9E8) in London
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.
Showcase Your Metrics:We love numbers! Include specific examples of how you've met or exceeded SLAs and CSAT scores in your previous roles. This will show us you're results-driven and ready to make an impact.
Be Authentic:Let your personality shine through in your cover letter. We want to know what excites you about improving customer experiences and how you can bring that passion to our team.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures 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 ability to scale support.
✨Emphasise Your Problem-Solving Skills
Be prepared to discuss how you've improved processes or workflows in previous roles. Share specific instances where your proactive approach led to better customer experiences, showcasing your systems-minded thinking.
✨Connect with the Company’s Vision
Research the company’s mission and values, especially their focus on redefining employee benefits. Show genuine excitement for their innovative approach and explain how your passion aligns with their goals during the interview.
