Customer Support Manager

The Role

The Customer Support Manager is responsible for leading a team of customer support agents, ensuring high-quality service delivery while fostering a culture of continuous learning, coaching, and professional development. The role balances operational oversight with strong people leadership to support both individual growth and team performance.

Key Responsibilities

• Drive, empower, and energize a high-performing team of customer service / technical professionals to consistently exceed customer expectations.
• Pinpoint skills gaps and growth opportunities, crafting tailored development plans to unlock each team member’s full potential.
• Deliver impactful coaching, regular performance reviews, and purposeful one-to-one meetings to fuel continuous growth and engagement.
• Champion a collaborative, accountable, and curiosity-driven team culture where learning and innovation thrive.

Driving Operational Excellence

• Take charge of day-to-day technical operations, ensuring seamless service delivery aligned with SLAs and top-tier quality standards.
• Serve as the go-to escalation point for complex customer challenges, offering expert support and clear direction.
• Track and analyse performance metrics to generate meaningful insights and drive data-informed decision-making for senior leadership.
• Partner cross-functionally with other teams to streamline operations, boost knowledge sharing, and maximize efficiency.
• Identify opportunities to enhance team workflows, processes, and customer support tools.
• Implement best practices and share lessons learned across the team and wider organisation.
• Support management in strategic initiatives related to customer experience and technical excellence.

Skills & Experience Required

• Proven track record in customer service and / or technical support at manager level, consistently delivering high-quality, customer-centric solutions.
• Exceptional communicator, able to translate complex technical concepts into clear, user-friendly language for non-technical audiences.
• Analytical and detail-oriented, with strong troubleshooting skills and a methodical approach to problem-solving.
• Quick to learn and highly adaptable, thriving in fast-paced environments and rapidly mastering new systems, tools, and technologies.
• Skilled in CRM platforms and support tools, ensuring accurate, efficient documentation and case management.
• Calm and empathetic under pressure, maintaining professionalism and composure when dealing with challenging customer interactions.
• Strong team player with the ability to work independently and collaboratively to meet shared goals and resolve issues effectively.
• Attractive salary and comprehensive benefits package including 1 day home working.
• In-depth training and continuous opportunities for professional growth.
• A positive, collaborative, and supportive team culture.