At a Glance
- Tasks: Lead customer support projects, improve processes, and manage a small team.
- Company: Innovative energy company focused on transparency and fairness in electricity transactions.
- Benefits: Competitive salary, stock options, flexible remote work, and generous holiday policy.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
- Why this job: Join a mission-driven team transforming the energy market with AI technology.
- Qualifications: 2-3 years of experience managing support teams and improving metrics.
The predicted salary is between 37800 - 46200 £ per year.
Who We Are: We are rebuilding the energy transaction, making it transparent and fair. Our goal is to put power back where it belongs, in the hands of customers and to take on one of the most critical problems of our century, access to low cost electricity. We exist to fix a broken global energy market that’s long favoured legacy operators, intermediaries, and opaque pricing. Today’s electricity system was not designed for rapid decarbonisation, AI-driven efficiency or fair access for the actual users - businesses and generators. We’ve built the first AI native transaction infrastructure to reinvent how electricity is bought, sold and priced. Our technology is designed to cut out the inefficient fees, automate complex market flows, and bring transparency and fairness to energy transactions at scale.
The Role: We're hiring a Customer Support Manager. This role owns delivery of our core support improvement projects - not the whole function's strategy, but the specific milestones (AHT reduction, the phone systems rollout, tightening the complaints process) that need someone accountable for getting them done, on time and to a high standard. It sits inside Buy.
You will:
- Own delivery of the AHT reduction project, working to plan and to target.
- Lead the phone systems rollout as a discrete project, working with our support software.
- Run our complaints process end to end.
- Lead a small team of direct reports day to day, coaching them to hit targets and hold our standards.
You will report into the CX lead.
Responsibilities:
- Delivery & metrics: Own delivery of the AHT reduction project - plan it, run it, and report on progress against the target. Track support metrics closely (AHT, first response time, complaint resolution) and flag risks to hitting them early. Spot issues proactively and act on them before they're flagged, rather than waiting to be told.
- Operations & systems: Lead the phone systems rollout as a project, working closely with our AutOps team. Build and improve automations that remove friction from the support process. Own and run the complaints process end to end.
- People & complex cases: Lead a small team of direct reports day to day, coaching them to hit targets and connect with the standards we hold. Unravel complex second-line cases that need a steady, experienced hand. Work at pace, without letting speed compromise quality.
Requirements:
- Must haves: 2-3+ years leading or managing a small support team, ideally somewhere fast-moving. A track record of delivering measurable improvements to support metrics like AHT, response times, and understanding how voice systems integrate into a wider channel mix, alongside other channel experience such as chat and WhatsApp. A leader people genuinely want to work for - approachable, connects with the team, pushes them forward. Proactive by instinct - finds and solves issues before they're flagged, rather than waiting for them to be raised. Confidence handling complex second-line cases personally when needed.
- Bonus points: Experience in a regulated industry. A genuine passion for high service standards.
Benefits & Perks:
- Salary aligned to internal benchmarks and reviewed twice a year.
- Stock options so everyone has ownership in our mission.
- 25 days holiday plus public holidays. Swap public holidays for the ones that matter most to you, and enjoy your birthday off.
- Remote first and flexible working, with clear core hours and no internal meetings on Friday afternoons.
- Home working and wellbeing budgets: Up to £1,200 or €1,200 per year for your remote setup. Up to £150 or €150 per month for wellbeing.
Interview Process: We move fast. Most processes take 2 to 3 weeks from first chat to offer. If you need us to adapt anything, let us know. Intro call with Talent, 30 minutes. Hiring Manager interview, 60 minutes. Skills interview with cross-functional leaders, 60 to 90 minutes, including a practical exercise. Culture Add interview with leadership stakeholders, 45 minutes.
We welcome applications from people of all backgrounds, experiences, and identities, including those that are traditionally underrepresented in the tech and energy sectors. If you’re excited about this role but not sure you meet every requirement, we’d still love to hear from you. Your unique perspective could be exactly what we’re looking for.
Customer Support Manager employer: tem
At tem, we are not just transforming the energy market; we are creating a culture of innovation and collaboration that empowers our employees to make a real impact. As a Remote Senior Staff Machine Learning Engineer, you will enjoy the flexibility of remote work while being part of a mission-driven team dedicated to transparency and fairness in energy transactions. With ample opportunities for professional growth and a commitment to sustainability, tem offers a unique environment where your contributions directly influence the future of electricity markets worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at tem. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like tem before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to tem:Your cover letter is your chance to shine! Tell us why you want to work at tem specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at tem!
How to prepare for a job interview at tem
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
