Senior Manager Customer Support

Senior Customer Support Manager | Sustainability Consultancy | Hybrid – Southampton Preferred

A leading sustainability consultancy is seeking a Senior Customer Support Manager to join its mission-driven team. This is a unique opportunity for a customer experience leader who wants to combine operational excellence with purpose-led work.

The company partners with organisations across sectors to drive measurable environmental change. As the business grows, it is looking for a strategic, people-oriented professional to lead and evolve its customer support function.

Role Overview

The Senior Customer Support Manager will own the customer support strategy and oversee the delivery of responsive, high-quality service across all touchpoints. This role includes team leadership, process improvement, and close collaboration with other departments to enhance the overall client experience.

Key Responsibilities

✔️ Help to lead and develop the customer support team

✔️ Build and optimise support processes and tools

✔️ Monitor and analyse KPIs and customer feedback

✔️ Work cross-functionally to improve client satisfaction

✔️ Foster a culture of accountability, empathy, and continuous improvement

Candidate Profile

✔️ 3+ years of experience in customer support leadership

✔️ Background in consultancy, SaaS, or service-based industries

✔️ Strong strategic thinking and hands-on problem-solving skills

✔️ Collaborative and emotionally intelligent leader

✔️ Genuine interest in sustainability and social impact

✨ The Company Offers

A certified B-Corp working at the forefront of environmental consultancy

A hybrid working model (with offices in Southampon or Birmingham)

A collaborative, purpose-driven culture

Competitive compensation and benefits

The opportunity to shape a growing function and create meaningful impact