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- Tasks: Lead and manage field operations for lift and escalator services while building strong customer relationships.
- Company: Join WeMaintain, a forward-thinking company revolutionising building maintenance with technology.
- Benefits: Enjoy a supportive environment, career growth, and the chance to make a real impact.
- Other info: We celebrate diversity and encourage personal growth in our inclusive team.
- Why this job: Shape the future of maintenance and drive change in a dynamic industry.
- Qualifications: Strong communication and leadership skills, with experience in service management.
The predicted salary is between 40000 - 50000 £ per year.
Our Mission: 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. We apply them daily within our teams and with our clients and partners. WeMaintain's mission is to drive the transformation of building operations with our unique end-to-end platform.
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
You Are the Right Person for Us If:
- 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
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.
Customer Support Manager employer: WeMaintain | Certified B Corp
Contact Detail:
WeMaintain | Certified B Corp Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. 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 researching the company and its values. Understand how WeMaintain combines technology and human expertise, and be ready to discuss how your experience aligns with their mission.
✨Tip Number 3
Showcase your leadership skills! Be ready to share examples of how you've successfully managed teams and improved service delivery in past roles. This will demonstrate your fit for the Customer Support Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the WeMaintain team.
We think you need these skills to ace Customer Support Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how much you care about customer support and the lift industry. Share your experiences that highlight your grit and uniqueness.
Tailor Your CV: Make sure your CV is tailored to the Customer Support Manager role. Highlight relevant experience in managing field operations and building customer relationships. We love seeing how your skills align with our mission and values!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. Remember, we’re looking for strong communication skills, so show us you can convey your thoughts effectively!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at WeMaintain | Certified B Corp
✨Know the Company Inside Out
Before your interview, take some time to research WeMaintain thoroughly. Understand their mission, values, and the unique services they offer in building maintenance. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Customer Support Manager, you'll need to demonstrate strong leadership abilities. Prepare examples from your past experiences where you've successfully managed teams or resolved conflicts. Highlight how you’ve fostered a positive team environment and driven performance.
✨Prepare for Technical Questions
Given the technical nature of the lift industry, be ready to discuss relevant technical knowledge and experience. Brush up on industry standards and safety regulations, and think about how you can apply this knowledge to improve service delivery at WeMaintain.
✨Emphasise Customer Relationship Management
Customer relationships are key in this role. Be prepared to discuss how you've built and maintained strong relationships with clients in the past. Share specific examples of how you've handled escalations or service concerns, showcasing your problem-solving skills and commitment to customer satisfaction.