At a Glance
- Tasks: Lead customer support, ensuring fast and empathetic responses to all inquiries.
- Company: Join Canary Care, a tech company transforming care with innovative monitoring solutions.
- Benefits: Enjoy a competitive salary, bonus scheme, 25 days leave, and health care perks.
- Other info: Be part of a diverse team committed to inclusivity and community engagement.
- Why this job: Make a real difference in people's lives while developing your career in a supportive environment.
- Qualifications: Experience in customer support and strong communication skills are essential.
The predicted salary is between 33000 - 33000 £ per year.
Location: Winchester with a minimum of 3 days on-site
Salary: £33,000 and a discretionary bonus
We're Canary Care, a small but mighty Technology for Care business empowering families and care providers to deliver safer, more proactive, and more efficient support that helps people live independently with our smart home monitoring solution. Our system uses a range of discreet, non‑intrusive wireless sensors that monitor key patterns such as movement, door activity, temperature, light levels, and daily routines without cameras or microphones. With families living further apart, and pressures on the care sector continuing to rise, our goal is to provide the most effective Activity Monitoring System on the market, one that supports improving outcomes, reducing risk, optimising resources, and enabling people to remain independent for longer.
The Canary Care system helps families and professional care teams make confident, evidence‑based decisions. It removes guesswork, highlights change in behaviour and provides reassurance when everything is stable, while also identifying where additional support may be needed. By bridging the gap between reactive and proactive care, we help providers deliver safer, more person‑centred care at scale.
What Does This Role Involve?
As a First Line Support Manager you will elevate the customer support experience across both software and hardware products. This is a hands‑on, process‑focused role that ensures customers receive fast, effective, and empathetic help whenever they need it. You’ll be the heartbeat of our support function, managing ticket workflows, maintaining service levels and ensuring every interaction increases trust in the Canary Care brand. You’ll work closely with internal teams including engineering, customer success and operations as a key part in maintaining stability, consistency, and high‑quality service during a pivotal moment for the business.
What You’ll Be Doing
- Oversee and optimise first‑line support workflows to ensure fast, accurate, and empathetic responses
- Maintain and improve service levels, ensuring customers feel supported and informed
- Act as the central coordination point for escalations, incidents, and cross‑team communication
- Work closely with engineering and product teams to ensure customer feedback drives continuous improvement
- Provide clarity on ticket priorities and what’s "live" across the support landscape
- Help shape support processes, documentation, and best practices
Who Are We Looking For?
You will have experience working within a customer support, service desk, or technical support environment, with a strong understanding of ticketing systems, workflows, and service level management. Your excellent communication skills will allow you to translate technical issues into clear language, and bring a calm, structured approach to incident coordination and escalation handling. You’ll have genuine passion for improving processes and delivering exceptional customer experiences, along with the ability to collaborate effectively across internal teams. Your role might involve having access to some sensitive information, so you’ll most likely need to go through some enhanced security vetting.
Our employees, just like our customers, come from all walks of life, and we’re fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self.
The Important Things! (FYI Benefits available from your first day!)
- Bonus Scheme - made up of a business element and demonstrating our three core values, Smart, Fairness and Sustainability.
- Skills Development - we want our staff to build up and grow their careers with us. To help with this we offer training to help you achieve your goals.
- Giveaways! - we run regular competitions to win tickets to shows across the country at our sponsored arenas, which include Cardiff, Sheffield, Newcastle and Birmingham! As well as access to tickets at various sporting arenas in the UK, including cricket at the Utilita Bowl!
- Time off - we all need time to recharge our batteries. Our staff have 25 days annual leave plus bank holidays to help make this happen.
- Wellbeing App - your wellbeing is very important to us, we provide access to you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing.
- Health care scheme - we know taking care of yourself costs. So, we partner with BHSF on a cashback scheme that provides money back on services such as dental, eye care and treatments including MRI scans and diagnostics health consultations. This can also be enhanced to cover your partner and children.
- Employee Assistance Programme - giving you access to a dedicated GP line making a GP appointment quicker, counselling support, legal and financial advice 24/7 365 days a year.
- Exclusive packages - we have access to a range of discounted offers for home Sky TV and broadband packages.
- Giving back - we offer all our staff a paid volunteering day every year to give back to the community. Plus, the chance to be involved in various fund‑raising opportunities.
- Death in service - we pay twice your annual salary to your designated next of kin, so they don't have to worry about costs at such a distressing time.
- Pension - Saving for retirement is essential; we contribute 4% of your salary when you contribute 5%.
First Line Support Manager. Job in Kings Worthy LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
At Canary Care, we pride ourselves on being an exceptional employer that values diversity and inclusivity while fostering a supportive work culture. Located in the picturesque town of Winchester, our First Line Support Manager role offers competitive benefits including a bonus scheme, extensive training opportunities, and a strong focus on employee wellbeing, ensuring you can thrive both personally and professionally. Join us in making a meaningful impact in the care sector, where your contributions will help empower families and care providers to deliver safer, more proactive support.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land First Line Support Manager. Job in Kings Worthy LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to first-line support. Think about how you'd handle specific customer issues and be ready to share your experiences.
✨Tip Number 3
Show your passion for customer service! During interviews, highlight your commitment to improving processes and delivering exceptional experiences. Let them see that you genuinely care about helping others.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining our team at Canary Care and ready to make a difference in the tech for care sector.
We think you need these skills to ace First Line Support Manager. Job in Kings Worthy LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the First Line Support Manager role. Highlight your experience in customer support and any relevant skills that match what we're looking for. This shows us you’re genuinely interested in the position!
Showcase Your Communication Skills:Since this role involves translating technical issues into clear language, give examples of how you've done this in the past. We want to see your ability to communicate effectively, so don’t hold back on sharing those experiences!
Demonstrate Your Passion for Improvement:We love candidates who are keen on enhancing processes and delivering exceptional customer experiences. Share specific instances where you've made a positive impact in previous roles, as this will resonate with our values.
Apply Through Our Website:To make sure your application gets to us directly, apply through our website. It’s the best way for us to keep track of your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know the Product Inside Out
Before your interview, make sure you understand Canary Care's smart home monitoring solution. Familiarise yourself with how their system works and the benefits it provides to families and care providers. This knowledge will help you demonstrate your genuine interest in the role and the company.
✨Showcase Your Customer Support Experience
Be ready to discuss your previous experience in customer support or technical support environments. Highlight specific examples where you've successfully managed ticket workflows or improved service levels. This will show that you have the hands-on experience needed for the First Line Support Manager role.
✨Communicate Clearly and Calmly
Since this role involves translating technical issues into clear language, practice explaining complex concepts in simple terms. During the interview, maintain a calm and structured approach, especially when discussing incident coordination and escalation handling. This will reflect your ability to manage stressful situations effectively.
✨Emphasise Collaboration Skills
Canary Care values teamwork, so be prepared to talk about how you've collaborated with internal teams in the past. Share examples of how you’ve worked with engineering or product teams to drive improvements based on customer feedback. This will demonstrate your ability to work cross-functionally and contribute to a positive team environment.
