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- Tasks: Lead and manage field operations for lift and escalator services while building strong customer relationships.
- Company: Join WeMaintain, a tech-driven company transforming building maintenance with care and innovation.
- Benefits: Supportive environment, career growth opportunities, and a chance to make a real impact.
- Why this job: Shape the future of maintenance in a dynamic team that values your ideas and contributions.
- Qualifications: Experience in managing service teams and strong communication skills are essential.
- Other info: Diversity and inclusivity are celebrated; we want to hear your unique story!
The predicted salary is between 36000 - 60000 ÂŁ 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
Contact Detail:
WeMaintain Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager
✨Tip Number 1
Get to know the company inside out! Research WeMaintain's mission, values, and recent projects. This will help you connect your experience with what they’re all about during interviews.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role at WeMaintain.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your past experiences align with the responsibilities of a Customer Support Manager. Use the STAR method to structure your answers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It shows you care and keeps you fresh in their minds!
We think you need these skills to ace Customer Support Manager
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to know who you are beyond your qualifications. Share your passion for the role and what excites you about joining our team.
Tailor Your Application: Make sure to customise your application to reflect how your skills and experiences align with the Customer Support Manager role. Highlight your leadership experience and any relevant technical knowledge that fits our mission at WeMaintain.
Showcase Your Achievements: Don’t be shy about sharing your successes! Whether it’s improving customer satisfaction or leading a successful project, we love to see how you've made an impact in your previous roles. Numbers and specific examples can really make your application stand out.
Keep It Concise: While we appreciate detail, we also value clarity. Keep your application focused and to the point. Make sure every sentence adds value and helps us understand why you’re the perfect fit for our dynamic team!
How to prepare for a job interview at WeMaintain
✨Know the Company Values
Before your interview, take some time to understand WeMaintain's core values: Care, Grit, and Uniqueness. Think about how these values resonate with your own experiences and be ready to share examples that demonstrate your alignment with them.
✨Showcase Your Leadership Skills
As a Customer Support Manager, you'll need to lead field engineers and technicians. Prepare specific examples of how you've successfully managed teams in the past, focusing on your ability to motivate, support, and develop your team members.
✨Prepare for Technical Questions
Brush up on your technical knowledge related to the lift industry. Be ready to discuss relevant safety standards and compliance issues, as well as how you would handle complex operational challenges. This will show your expertise and confidence in the role.
✨Demonstrate Customer Relationship Management
Think of instances where you've built strong customer relationships or resolved service concerns effectively. Be prepared to discuss how you would approach customer meetings and performance reviews, highlighting your commitment to service delivery and client satisfaction.