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: Be part of a rapidly scaling company backed by leading European investors.
- 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 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.
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 (93AB683) in London 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 the customer experience from day one. With a strong focus on operational excellence and employee growth, the company fosters a dynamic work culture that encourages innovation and collaboration, offering unique opportunities to influence product development and streamline support operations. Enjoy the benefits of working in a rapidly scaling environment backed by leading investors, where your contributions directly impact the future of employee benefits globally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager (93AB683) 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
Showcase your experience with support tools like Zendesk or Intercom during interviews. Be ready to discuss how you’ve used these platforms to enhance operational excellence. It’s all about demonstrating your hands-on skills!
✨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 and excited about joining our team.
We think you need these skills to ace Customer Support Manager (93AB683) in London
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 Process Improvement Skills:We love candidates who are passionate about improving processes! Share examples of how you’ve built or scaled support operations, including any SOPs or workflows you’ve created. This shows us you’re proactive and systems-minded.
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. We can’t wait to hear from you!
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 taken ownership of challenges to drive results.
