* £40,000 - £45,000
* Manchester, hybrid
Innovative and forward-thinking digital company is seeking a passionate and operational Customer Support Manager to lead and enhance their customer support and tech support teams, ensuring that their community receives an unparalleled service.
In this pivotal role, you will be at the heart of the company's mission, fostering a customer- centric culture. As Customer Support Manager, you will provide strategic direction while offering hands-on support to create memorable and delightful member experiences.
In this varied role, you will also work closely with the founder on general people related strategy and achieving operational excellence within the company - inspiring leadership, creative thinking and the ability to implement new processes/ways of working is a must for this opportunity.
Key Responsibilities in this Customer Support Manager role:
1. Lead, mentor, and inspire the Customer Support and Technical Support teams, ensuring that they are engaged, skilled and delivering an exceptional service.
2. Oversee the day-to-day operations of the support teams, ensuring all enquiries are handled efficiently and in line with SLAs.
3. Help manage complex customer support tickets and escalate recurring issues to appropriate departments for resolution.
4. Lead initiatives to improve customer satisfaction, retention, and overall experience. Lead initiatives to ...