At a Glance
- Tasks: Lead and manage field operations for lift and escalator services while building strong customer relationships.
- Company: Join WeMaintain, a tech-driven company revolutionising building maintenance.
- Benefits: Supportive environment, career growth, and a chance to make a real impact.
- Other info: Diversity and inclusivity are celebrated; we value drive and potential over perfect resumes.
- Why this job: Shape the future of maintenance with innovative technology and a dynamic team.
- Qualifications: Experience in managing service teams and strong communication skills required.
The predicted salary is between 37800 - 46200 £ per year.
Our Mission is to place the best of human and technology at the heart of building maintenance. By combining the expertise of engineers in the field with the agility of technology, we aspire to be a major player in facilitating economic, digital, environmental, and social transitions for the better, particularly with the advent of smart buildings. We are convinced that combining technology and innovation to enhance technical professions will be successful by granting autonomy, time, and recognition to engineers—the true experts in the field—and is essential for successful performance. This is why we develop hardware and software solutions to provide real‑time, reliable, and comprehensive data to optimize building management. Everything in the company is built around its values: Care, Grit, and Uniqueness.
WeMaintain's mission is to drive the transformation of building operations with our unique end‑to‑end platform. Join our dynamic and energetic team as we shape the future of maintenance.
Why Join Us? At WeMaintain, we are committed to embodying each of our values in our daily work. Care, in every interaction with our clients and colleagues. Grit, in our determination to always go above and beyond and deliver superior quality products. Uniqueness, in our goal to always enable everyone to feel comfortable expressing their opinions and testing their ideas to transform our industry. Join our team and help shape the future of maintenance while working in a supportive and collaborative environment. If you are ready to make an impact and drive change in a growing company, we would love to get to know you.
Who Are We Looking For? We are seeking an experienced and driven Customer Support Manager to lead our lift and escalator service operations. This role is responsible for managing day‑to‑day field operations, overseeing service and maintenance teams, and building strong customer relationships. The ideal candidate combines technical understanding of the lift industry with strong leadership, planning, and client‑facing skills.
What Will Your Future Role Be?
- Field Operations Management
- Lead, manage, and support field engineers and technicians across service, maintenance, and repair activities
- Plan and coordinate workloads, schedules, and resource allocation to meet service targets and SLAs
- Monitor job quality, productivity, and safety compliance across all field activities
- Ensure adherence to statutory regulations, safety standards, and company procedures
- Support recruitment, onboarding, and ongoing development of field staff
- Conduct performance reviews, toolbox talks, and technical guidance sessions
- Act as escalation point for complex technical and operational issues
- Customer Relationship Management
- Serve as a primary operational contact for key customers and contracts
- Build and maintain strong, long‑term customer relationships
- Manage service delivery performance against contract requirements
- Handle escalations, service concerns, and customer complaints promptly and professionally
- Attend customer meetings, site reviews, and performance reviews
- Identify opportunities for service improvements and contract growth
- Operational & Commercial Control
- Track KPIs including response times, first‑time fix rates, callbacks, and customer satisfaction
- Work closely with sales and commercial teams to support renewals and variations
- Control operational costs, overtime, and materials usage
- Support quotation reviews and technical scope validation where required
- Prepare operational reports for senior management
- Health, Safety & Compliance
- Promote a strong safety culture across all field teams
- Ensure risk assessments and method statements are followed
- Investigate incidents and implement corrective actions
- Maintain compliance with lift industry standards and regulatory requirements
Essential
- Strong communication skills with the ability to engage confidently with engineers, customers, and senior stakeholders
- Proven experience managing and leading field‑based or mobile service teams
- Commercial awareness, with experience balancing service delivery, cost control, and contract performance
- Ability to plan, prioritise, and manage multiple operational demands
- Leadership presence with a people‑first approach to team development
- Experience working in fast‑paced, service‑driven environments
Desirable (Not Essential)
- Industry qualifications in lift engineering or related discipline
- Knowledge of relevant lift and safety standards
- Experience managing service contracts and SLAs
How to Apply? We carefully read every application. Tell us who you are, what draws you to this role, and what you'd like to build with us. What we value most is drive, curiosity, and potential — not a perfect resume. To apply, just click the “Apply” button below and answer a few short questions. It’s quick and helps us get to know you better. At WeMaintain, we celebrate diversity, encourage personal growth, and are committed to inclusivity. Whatever your background, journey, or identity — we warmly encourage you to apply.
Recruitment Process:
- Phone interview with Recruitment lead - 30 minutes
- Face to face interview with Senior management - 1 hour
Customer Support Manager employer: WeMaintain
WeMaintain is an excellent employer that fosters a flexible and growth-oriented work culture, particularly in the vibrant city of London. Employees benefit from a supportive environment that prioritises professional development and collaboration with global teams, ensuring meaningful contributions to HR operations while enjoying a balanced work-life dynamic.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WeMaintain. 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 WeMaintain 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
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 WeMaintain:Your cover letter is your chance to shine! Tell us why you want to work at WeMaintain 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 WeMaintain!
How to prepare for a job interview at WeMaintain
✨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.
