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- Tasks: Lead and inspire teams to enhance customer experiences and streamline onboarding processes.
- Company: Join Transport Exchange Group, a dynamic SaaS company transforming the logistics industry.
- Benefits: Enjoy 25 days leave, private medical insurance, and regular company events.
- Why this job: Be part of a customer-first culture that values innovation and teamwork.
- Qualifications: Experience in leading customer support teams, ideally in tech or SaaS environments.
- Other info: TEG promotes diversity and inclusivity, welcoming applicants from all backgrounds.
The predicted salary is between 42000 - 58800 £ per year.
Are you a strategic, people-first leader with a passion for delivering exceptional customer experiences? Transport Exchange Group (TEG) is seeking a results-driven Senior Customer Support & Onboarding Manager to lead and inspire our Support, Onboarding, and Customer Experience teams. This is a pivotal role focused on optimising the entire post-sale journey, from seamless onboarding to proactive support and customer advocacy.
About Us: Transport Exchange Group (TEG) established 25 years ago, is a rapidly growing B2B software (SaaS) company dedicated to providing cutting-edge solutions for the logistics and transportation industry. With ongoing investment in new products, we offer the excitement and innovation of a start-up coupled with the stability and benefits of an established business. We have presence in the UK, India and Ukraine. As part of our growth, we’re committed to delivering a best-in-class customer experience—and that starts with you.
Responsibilities:
- Leadership & Strategy
- Lead, coach, and develop the Customer Support, Onboarding, and Customer Experience teams.
- Set strategic direction and align team priorities with broader business goals.
- Champion a customer-first culture, ensuring an exceptional journey from onboarding to long-term engagement.
- Collaborate with Sales, Product, and Marketing to deliver consistent, cross-functional initiatives.
- Drive improvements in CSAT, NPS, Trustpilot, and Google Reviews.
- Customer Support
- Oversee the Support function to deliver fast, empathetic, and high-quality assistance.
- Monitor key metrics (e.g. First Response Time, Resolution Time, CSAT) and drive continuous improvement.
- Manage critical escalations and ensure smooth operational performance.
- Standardise scalable support processes to ensure consistency and excellence.
- Onboarding
- Work with the Onboarding Manager to deliver tailored onboarding strategies.
- Reduce time-to-value and increase early-stage product adoption.
- Identify common challenges and implement proactive solutions.
- Leverage customer insights to refine and scale onboarding processes.
- Customer Experience
- Guide the Customer Experience Manager in capturing and actioning Voice of the Customer (VOC) feedback.
- Increase customer advocacy through reviews, testimonials, and success stories.
- Partner with Product to prioritise improvements based on customer needs.
- Lead the execution of reputation and sentiment strategies across review platforms.
- Data, Insights & Reporting
- Analyse performance data to identify trends, root causes, and areas for optimisation.
- Prepare and present insights and dashboards to senior stakeholders.
- Use VOC to influence product roadmap and service enhancements.
- Team Development
- Mentor your managers to build and lead high-performing, collaborative teams.
- Cultivate a culture of accountability, continuous learning, and innovation.
- Ensure teams have the right tools, training, and resources to succeed.
- Conduct performance reviews and align individual growth with business objectives.
Skills and Experience Required:
- Proven experience in leading Customer Support and/or Onboarding teams, ideally in SaaS or tech.
- Deep customer-centric mindset with strong commercial awareness.
- Experience working towards KPIs such as CSAT, FRT, NPS, retention, and product adoption.
- Exceptional leadership, coaching, and team-building skills.
- Ability to collaborate cross-functionally and influence at all levels.
- Skilled in ticketing platforms (e.g. Zendesk) and CRM systems.
- Resilient, detail-oriented, and highly organised.
- Strong analytical, problem-solving, and reporting abilities.
- Excellent communication and interpersonal skills.
What we can offer you:
- 25 days paid annual leave plus bank holidays.
- Christmas Shutdown.
- Pension scheme.
- Regular Company Events.
- Critical Illness Cover.
- Private Medical Insurance.
- Life Assurance.
- Employee Assistance Program.
- Continuous Professional Development.
Salary - From £42,000, dependent on experience. TEG values diverse perspectives and are committed to building an inclusive workplace. We are committed to a diverse and inclusive workforce. We are an equal opportunities employer and welcome applications from individuals of all backgrounds. We do not accept unsolicited applications from recruiters or agencies.
If you require any reasonable adjustments to enable you to complete your application or would like us to apply reasonable adjustments when reviewing your application, please contact our HR team as soon as possible to discuss your needs.
Ready to make a difference to customers every day? Apply now and help shape the future of service at TEG.
Senior Customer Support & Onboarding Manager employer: TEG - Logistics Technology
Contact Detail:
TEG - Logistics Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support & Onboarding Manager
✨Tip Number 1
Familiarise yourself with the logistics and transportation industry. Understanding the specific challenges and needs of this sector will help you demonstrate your strategic thinking and customer-centric mindset during interviews.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully led teams in the past. Be ready to discuss your approach to coaching and developing team members, as well as how you've fostered a customer-first culture.
✨Tip Number 3
Research common KPIs in customer support and onboarding, such as CSAT and NPS. Be prepared to discuss how you've used data to drive improvements in these areas and how you plan to implement similar strategies at TEG.
✨Tip Number 4
Network with current or former employees of TEG on platforms like LinkedIn. Gaining insights into the company culture and expectations can give you an edge in your application and interview process.
We think you need these skills to ace Senior Customer Support & Onboarding Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and onboarding, especially in SaaS or tech environments. Use specific examples that demonstrate your leadership skills and achievements in improving customer satisfaction metrics.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional customer experiences. Mention how your strategic mindset aligns with TEG's goals and provide examples of how you've successfully led teams to enhance customer journeys.
Highlight Relevant Skills: Emphasise your experience with ticketing platforms and CRM systems, as well as your analytical and problem-solving abilities. Make sure to mention any KPIs you have worked towards, such as CSAT and NPS, to showcase your results-driven approach.
Showcase Team Development Experience: Discuss your experience in mentoring and developing high-performing teams. Provide examples of how you've cultivated a culture of accountability and continuous learning, which is crucial for the role at TEG.
How to prepare for a job interview at TEG - Logistics Technology
✨Showcase Your Leadership Skills
As a Senior Customer Support & Onboarding Manager, you'll need to demonstrate your ability to lead and inspire teams. Prepare examples of how you've successfully coached and developed team members in the past, and be ready to discuss your leadership style.
✨Understand Customer-Centric Metrics
Familiarise yourself with key performance indicators like CSAT, NPS, and First Response Time. Be prepared to discuss how you have used these metrics to drive improvements in customer experience and support processes in your previous roles.
✨Prepare for Cross-Functional Collaboration
This role requires collaboration with various departments such as Sales, Product, and Marketing. Think of examples where you've successfully worked across teams to achieve common goals, and be ready to share how you can foster a customer-first culture within those collaborations.
✨Demonstrate Analytical Thinking
The ability to analyse performance data is crucial for this position. Prepare to discuss how you've used data to identify trends and implement solutions in your previous roles. Highlight any experience you have with reporting tools or dashboards.
