Hybrid Senior Customer Support Manager

Posted last month

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About the role

  • Lead and coach a team of 2 Customer Support Executives, overseeing recruitment, onboarding, training and career development
  • Plan capacity, manage scheduling, resource allocation and peak/out-of-hours coverage using ticket volume forecasts
  • Own and optimise support workflows in Intercom including ticket routing, escalations, SLA management and process documentation
  • Oversee onboarding, account setup, billing queries, data accuracy and tagging/categorisation of interactions
  • Manage complex escalations and coordinate with Product and Engineering to resolve critical issues
  • Continuously evaluate and improve support processes and tools (Intercom, HubSpot, ChargeBee)
  • Develop templates and frameworks for incident communication and drive customer self-service initiatives
  • Coordinate support preparation for product releases and maintain knowledge base, FAQs, tutorials and product tours
  • Track key support metrics (response times, resolution rates, CSAT, NPS), analyse feedback and provide performance reports to Product and GTM teams

Requirements

  • 4+ years in support
  • 2+ years managing teams
  • Experience in SaaS or B2B enterprise environments (preferred)
  • Proven experience designing workflows and implementing quality processes
  • Proficient with Intercom, HubSpot, ChargeBee
  • Experience using analytics (response times, resolution rates, CSAT, NPS)
  • Experience with AI support tools (e.g., Intercom Fin) highly desirable
  • Ability to hire, train, onboard and develop support teams
  • Strong written and verbal communication skills; ability to de-escalate and present to senior stakeholders
  • Skilled at cross-functional collaboration with Product, Engineering, Sales, Customer Success
  • Comfortable working in fast-paced start-up environments; regulated sector experience (healthcare/care) is a bonus
  • Passion for improving social care outcomes

Benefits

  • Hybrid working (mandatory in-office days: Wednesdays & Fridays)
  • Opportunity for career growth into customer operations or customer success leadership
  • Mission-driven work improving social care outcomes
  • Inclusive and diverse workplace (D&I commitment)
  • Work with modern support tools (Intercom, HubSpot, ChargeBee)
  • Exposure to AI support tools

Job title

Senior Customer Support Manager

Job type

Experience level

Senior

Salary

£50,000 - £60,000 per year

Degree requirement

No Education Requirement

Location requirements

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