At a Glance
- Tasks: Manage customer support for B2B clients in the EV charging network.
- Company: Join a forward-thinking company focused on sustainable energy solutions.
- Benefits: Flexible hybrid/remote work, competitive salary, and potential for contract extension.
- Other info: Dynamic startup environment with opportunities for growth and innovation.
- Why this job: Be at the forefront of EV technology and enhance customer experiences.
- Qualifications: 2+ years in customer support or account management, preferably in B2B.
The predicted salary is between 36000 - 44000 £ per year.
Job Title
Customer Support Manager [6 month contract]
Location
Hybrid / Remote
Reports To
- Network Operations Manager
- 1. Job Description
We are seeking a proactive and customer-focused Customer Support Manager to manage the customer support for our B2B clients across the Voltempo EV charging network.
This role will focus on pro-actively managing our network to ensure that we achieve 99% uptime.
Day-to-day will involve managing remote customer support teams, onboarding new clients, managing KPIs, and building the new processes of the customer support team.
From the start building new processes and systems will be a focus The ideal candidate will have some experience in customer support within a technology or infrastructure environment.
You will be at the intersection of operations, sales, and technical support acting as the primary point of contact for our commercial clients and ensuring they maximise the benefit of our EV charging solutions.
- 2. Key Responsibilities
- Onboard new commercial customer helping them to setup their chargers and vehicles, familiarisation with the platform, and co-ordinating with internal teams.
- Proactively monitor account health, usage data, and charging network performance to identify risks and opportunities before they escalat e e. g. EV charger disconnections.
- Build the customer support ticketing to improve efficiency including developing macros, automated workflows, and customer self-service options.
- Develop a connected customer support system that uses automation and AI to improve the customer experience.
- Act as the internal voice of the customer relaying feedback to the product, engineering, and operations teams to drive continuous improvement.
- Coordinate with the maintenance team to ensure timely resolution of site issues, faults, and service requests affecting B2B clients.
- Develop and maintain client-facing documentation including onboarding guides, FAQs, and reporting templates.
- Manage escalations effectively, owning the communication with the client while coordinating internal resolution.
- Support the Network Operations Manager who is the relationship owner for the B2B charging clients.
- Providing reporting for each client on their network KPIs and SLAs on a monthly basis in the network update packs.
- Support the Network Operations Manager to onboard and manage an external agency to provider 24 hours coverage for customers.
- 3. Required Qualifications
- Minimum 2 years of experience in a customer support, account management, or client services role within a B2B environment.
- Demonstrable track record of managing customer support for B2B clients.
- Proficiency with customer service ticketing platforms (e. g. JIRA/Zendesk).
- Ability to interpret data and translate reporting into clear, actionable insights for clients.
- Highly organised with the ability to manage multiple accounts and competing priorities simultaneously.
- 4. Preferred Qualifications (but not essential)
- Experience in the EV, energy, utilities, fleet, or infrastructure sectors.
- Familiarity with EV charging technology, OCPP, or charge point management platforms.
- Experience working with fleet operators or logistics businesses.
- Exposure to technical products or services requiring client education and adoption support.
- Knowledge of AI tools (LLMs e. g. Chat GPT), no-code automation, API integrations helpful.
- Previous experience in a high-growth startup or scale-up environment.
- Customer Obsession: Puts the client experience at the centre of every decision; builds trust through consistency, responsiveness, and follow-through.
- Startup Mindset: Comfortable operating in ambiguous, fast-changing environments; takes initiative to build processes rather than waiting for them to exist.
- Pro-active Attitude: Consistently
- Problem Solving: Investigates root causes, coordinates across teams, and owns issues through to resolution without dropping the thread.
- Collaboration: Builds strong working relationships across operations, engineering, and sales to deliver seamless client experiences.
- 6. Working Conditions
- Hybrid 2 days per week or option for fully remote role 5 days per week (with check in days in office at most monthly).
- Monday to Friday 8:30am to 5pm
- Initial 6 month contract with opportunity for extension or promotion into a different role.
- #J-18808-Ljbffr
Customer Support Manager in Birmingham employer: VOLTEMPO
As a Human Resource Business Partner, you will thrive in a dynamic environment that values strategic thinking and operational excellence. Our company fosters a supportive work culture that prioritises employee growth through continuous learning opportunities and comprehensive benefits, including private healthcare and wellbeing initiatives. Located in a vibrant area, we are committed to promoting a positive workplace culture while ensuring compliance with employment legislation, making us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager in Birmingham
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like VOLTEMPO.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like VOLTEMPO. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Support Manager in Birmingham
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to VOLTEMPO.
How to prepare for a job interview at VOLTEMPO
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in VOLTEMPO's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services VOLTEMPO offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
