At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer support and drive operational excellence.
- Company: Join Momentus, a leader in event management software with a global impact.
- Benefits: Enjoy competitive pay, career growth, and a vibrant work culture.
- Other info: Be part of a fast-paced environment that values innovation and teamwork.
- Why this job: Make a real difference in customer satisfaction while developing your leadership skills.
- Qualifications: 5+ years in customer support, with strong people management experience.
The predicted salary is between 50000 - 65000 £ per year.
Momentus provides industry-leading event and venue management software to customers in over 50 countries around the world, serving thousands of customers that power millions of events. In the age of digital transformation, our comprehensive platform offers event professionals leading-edge SaaS technology that provides a 360 view of their business, allowing them to cut costs, save time, and increase revenue.
We are driven by our core values of Passion, Speed, Focus, Innovation, and Humility, and are seeking individuals who find inspiration in these principles. Surround yourself with highly motivated co-workers who push you to be your best each day. Momentus offers the career opportunities and fast-paced, exciting environment of a growing company where you can make a direct impact on our product and customers.
The Customer Support Manager is a player-coach role that balances operational rigor with team development, and you will be expected to drive measurable outcomes that directly impact gross retention and customer satisfaction. You will own the day-to-day performance of the EMEA customer support function, leading a team of support specialists delivering timely, high-quality resolutions to our customers.
This leader translates department strategy into day-to-day execution: setting clear performance expectations, coaching the team through complex escalations, partnering cross-functionally with Engineering, Product, SRE, CSM/AM, and Professional Services, and championing AI-first deflection and continuous improvement initiatives. Success in this role is measured by team performance against SLA, CSAT, and QA targets, as well as the development and retention of high-performing support talent.
Responsibilities:- People Leadership and Development:
- Team leadership and development of Support Specialists (I, II, III), Senior Support Specialists, and the Principal Support Specialist; own hiring, onboarding, performance management, career development, and succession planning.
- Conduct regular 1:1s, performance reviews, and goal-setting cycles aligned with Korn Ferry competencies and individual development plans.
- Partner with the Principal Support Specialist on team training, mentorship, and knowledge transfer; ensure the team meets or exceeds the 100% training survey completion target.
- Foster a culture of accountability, empathy, and continuous learning; recognize strong performance and address performance gaps directly and promptly.
- Build a healthy on-call rotation in partnership with the Principal Support Specialist; ensure fair distribution of after-hours coverage and protect team well-being.
- Queue Management and SLA Performance:
- Own day-to-day queue health: achieve first response time, resolution time, backlog, and SLA adherence across all product lines.
- Establish and maintain queue management cadence frameworks; run daily and weekly stand-ups focused on SLA risk, aging tickets, and unblocking the team.
- Manage Tier 1, Tier 2, and Tier 3 escalation flow; ensure tickets move efficiently across tiers with clean handoffs and consistent customer communication.
- Partner with the Principal Support Specialist on the final escalation point before leadership; serve as the leadership escalation point for high-severity, high-visibility, or executive-level customer issues.
- Drive resolution of customer escalations involving Engineering and SRE dependencies; coordinate with Product, Engineering, and SRE leaders on bug triage, root cause, and customer communication.
- Operational Excellence and AI-First Support:
- Champion the AI deflection as a top-priority team initiative; partner with the Senior Director and Principal Support Specialist on the AV Support Bot's triage and Zendesk deflection performance.
- Drive continuous improvement of support documentation, knowledge base articles, and internal runbooks; partner with the team to keep Confluence support documentation current and accurate.
- Identify patterns in ticket data and escalation trends; recommend process, tooling, and product improvements to leadership with clear data-backed rationale.
- Lead structured ticket reviews and quality audits; ensure findings translate into team coaching, documentation updates, and product feedback.
- Cross Functional Collaboration:
- Serve as the primary Customer Support liaison in region to Engineering, Product, SRE, CSM/AM, and Professional Services; represent the voice of the customer and the support team in cross-functional forums.
- Partner with Product and Engineering on bug intake, prioritization, and release management; ensure Support has visibility into upcoming releases and is prepared to support new functionality on day one.
- Collaborate with CSM and Account Management on at-risk accounts; participate in customer escalation calls, executive business reviews, and retention conversations as needed.
- Support new partnership and product launch readiness (e.g., white-label partnerships, new modules) through gap analysis on operational readiness, documentation, and team enablement.
- Quality, Reporting, and Continuous Improvement:
- Maintain and report on team-level KPIs: SLA adherence, first response time, resolution time, CSAT, QA scores, ticket volume, deflection rate, and backlog age.
- Maintain QA score & CSAT targets across the team and conduct regular QA calibration sessions.
- Reduce the rate of development-rejected tickets through coaching, documentation, and reproduction discipline.
- Contribute to and execute against department-level OKRs; provide weekly and monthly performance updates to the Senior Director.
- 5+ years of experience in customer support or technical support, with 2+ years in a formal people management role, ideally in a SaaS environment.
- Venue, event, or hospitality industry experience strongly preferred.
- Demonstrated proficiency with Zendesk (or equivalent ticketing platforms), including reporting, automations, and queue management; experience with Zendesk Explore is a plus.
- Working knowledge of JIRA and Confluence; comfort partnering with Engineering on bug triage, ticket lifecycle, and documentation governance.
- Strong analytical skills with the ability to extract insight from ticket data and translate it into operational decisions; comfort with Excel, dashboards, and basic SQL is a plus.
- Familiarity with AI-driven support tooling (chatbots, ticket deflection, AI-assisted triage) and a clear point of view on the future of AI in customer support.
- Working understanding of SaaS architecture, APIs, reporting tools, and Windows Server environments sufficient to credibly partner with the Principal Support Specialist and Engineering.
- Proven ability to lead, develop, and retain a high-performing technical support team.
- Strong project management skills; able to manage competing priorities and shifting deadlines.
- Exceptional written and verbal communication skills; able to communicate technical concepts clearly to both technical and non-technical audiences, and to translate internal technical language into polished external customer communication.
- Empathetic, grounded leadership style - empathetic first, business second.
Customer Support Manager in Birmingham employer: Ungerboeck Systems International
Momentus is an exceptional employer that fosters a dynamic and innovative work culture, where employees are encouraged to grow and make a meaningful impact in the event management industry. With a strong emphasis on professional development, team collaboration, and a commitment to core values such as Passion and Innovation, you will thrive in an environment that values your contributions and supports your career aspirations. Located in a vibrant area, Momentus offers unique opportunities to engage with prestigious clients and be part of a fast-paced, forward-thinking company that is shaping the future of event technology.
Contact Details:
Ungerboeck Systems International Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ungerboeck Systems International. 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 Ungerboeck Systems International 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 in Birmingham
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 Ungerboeck Systems International:Your cover letter is your chance to shine! Tell us why you want to work at Ungerboeck Systems International 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 Ungerboeck Systems International!
How to prepare for a job interview at Ungerboeck Systems International
✨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.
