3,442 Customer Support Manager jobs in the United Kingdom

• Oversee the day-to-day operations of the customer support department, ensuring all service level agreements (SLAs) are met.
• Lead, train, mentor, and motivate the customer support team to achieve individual and team goals.
• Develop and implement effective customer support strategies and processes to enhance customer satisfaction and loyalty.
• Monitor customer feedback, identify trends, and proactively address areas for improvement.
• Manage customer escalations, ensuring timely and satisfactory resolution.
• Analyze support metrics and key performance indicators (KPIs) to identify opportunities for efficiency and effectiveness.
• Collaborate with other departments (e.g., Sales, Product Development) to ensure a cohesive customer experience.
• Manage the support knowledge base, ensuring it is up-to-date and comprehensive.
• Implement and manage customer support tools and technologies.
• Handle complex customer issues and complaints directly when necessary.
• Recruit and onboard new customer support staff.

• Proven experience in a customer support role, with at least 3 years in a supervisory or management capacity.
• Demonstrable experience in managing and motivating a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM software and helpdesk ticketing systems.
• Ability to analyze data and generate insightful reports.
• Familiarity with customer service metrics and KPIs.
• A passion for customer advocacy and delivering exceptional service.
• Bachelor's degree in a relevant field is a plus.

• Lead, mentor, and manage a remote team of customer support specialists.
• Develop and implement customer support strategies, policies, and procedures.
• Monitor and analyze customer support metrics (e.g., response times, resolution rates, customer satisfaction scores).
• Ensure timely and accurate resolution of customer inquiries and issues via various channels (email, phone, chat).
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Identify trends in customer issues and provide feedback to product and engineering teams for improvement.
• Train new support staff and provide ongoing coaching and development to the existing team.
• Manage escalations and complex customer issues.
• Oversee the efficient use of customer support software and tools.
• Foster a customer-centric culture within the support team and across the organization.
• Conduct regular team meetings and performance reviews.
• Contribute to the continuous improvement of support processes and workflows.

• Proven experience in a customer support leadership role, managing a team.
• Strong understanding of customer service principles and best practices.
• Experience with helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent problem-solving, analytical, and troubleshooting skills.
• Exceptional communication, interpersonal, and conflict resolution skills.
• Ability to motivate and lead a remote team effectively.
• Experience in the SaaS industry is highly preferred.
• Bachelor's degree in Business Administration, Communications, or a related field, or equivalent work experience.
• Demonstrated ability to develop and implement effective support strategies.
• A proactive approach to identifying and resolving customer issues.

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. 

Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees. 

At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.  

1. We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
2. We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy 
3. We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
4. We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
5. We Live by Our Values - we role model our values 100% of the time
6. We Expect High Performance - we set a high standard and we’re not satisfied with being average.

The Customer Support Manager is responsible for leading Employment Hero’s Customer Support teams. This position includes key leadership duties and involves supervising the operations of the customer support department, which primarily focuses on our HR & Payroll platforms and associated apps/products. The main objective is to ensure the delivery of exceptional service to our customers. As the Customer Support Manager, you will need to possess strong managerial skills, a deep understanding of customer service principles, and a commitment to driving continuous improvement initiatives. You will have a vital role in guaranteeing that our customers receive timely and effective assistance through the various channels we provide in order to enhance the overall customer experience. Furthermore, it is crucial to work collaboratively with other Managers who are responsible for our platform and services.

Your key focus areas will be

Team Performance, Development, and Analytics

• Set performance objectives and KPIs for the team, track performance metrics, and provide regular feedback and coaching to team members to drive performance improvement
• Set clear performance expectations, conduct regular performance evaluations, and provide ongoing feedback to team members
• Establish service level agreements (SLAs) and performance metrics for the customer support team to meet or exceed customer expectations
• Develop and implement quality assurance processes to monitor the quality of customer interactions and ensure adherence to established standards and procedures
• Handle escalated customer issues and complaints, working closely with other departments to resolve complex issues and ensure timely resolution and customer satisfaction
• Analyze data to make data-driven decisions and identify opportunities for improvements in performance, customer experience, and ways of working.

Team Enablement, Capabilities, and Culture

• Provide leadership and guidance to the customer support team, fostering a positive work environment and promoting a culture of excellence and accountability
• Lead, coach, and mentor the Customer Support team to maintain a high level of motivation, productivity, and professionalism
• Foster a collaborative and positive team culture that prioritizes customer-centric values
• Foster continuous learning to keep the team updated with product updates and industry best practices
• Identify areas of training required to ensure the team delivers the quality expected.

Strategy, Optimization, and Project Delivery

• Directly contribute to the development and delivery of customer support strategies aligned with the company’s objectives to drive customer satisfaction
• Oversee, plan, and deliver projects across Support to continuously and iteratively improve the customer experience and teams ways of working
• Continuously evaluate and streamline support processes to enhance efficiency and effectiveness, collaborating with cross-functional teams to implement best practices and drive operational excellence
• Efficiently allocate resources, including staffing, technology, and tools, to meet customer demand and optimize operational efficiency.

To thrive at Employment Hero, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you’ll also bring

• Demonstrated success in leading and managing large teams to achieve exceptional customer satisfaction and performance metrics
• Experience working with cross-functional teams to address customer needs and drive customer-centric initiatives
• Proven track record of implementing support strategies that enhance customer experiences and drive customer success
• Excellent leadership and team management skills, with the ability to motivate and guide a diverse & remote team
• Analytical and data-driven approach to decision-making and problem-solving
• Exceptional communication and interpersonal skills, with the ability to empathize with customers and resolve issues effectively
• Ability to collaborate effectively with cross-functional teams and senior stakeholders
• Familiarity with customer support tools, CRM systems, and help desk software
• Proven track record of implementing customer support best practices and driving continuous improvement
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Knowledge of customer support methodologies and strategies to promote customer retention and loyalty.

At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs 
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies 
• You’ll also have access to a wide range of benefits that includes - a very generous paternity leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities 

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here employmenthero.com/legals/applicant-policy/

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

• Lead, mentor, and manage a team of customer support representatives, fostering a positive and productive work environment.
• Develop and implement customer support policies, procedures, and quality standards.
• Monitor customer service performance metrics (e.g., response times, resolution rates, customer satisfaction scores) and identify areas for improvement.
• Handle escalated customer issues and complaints with professionalism and efficiency.
• Train new hires and provide ongoing professional development for the support team.
• Collaborate with other departments (e.g., Sales, Product Development) to address customer needs and feedback.
• Utilize CRM systems and support tools to track customer interactions and manage workflows.
• Analyze customer feedback and data to identify trends and recommend service improvements.
• Ensure that customer support operations are aligned with company goals and values.
• Develop and manage the customer support budget.
• Contribute to the continuous improvement of customer service processes and technologies.
• Prepare regular reports on team performance and customer service initiatives for senior management.
• Champion a customer-centric culture throughout the organization.

• Bachelor's degree in Business Administration, Communications, or a related field; or equivalent practical experience.
• Minimum of 5 years of experience in customer service or support roles, with at least 2-3 years in a management or supervisory capacity.
• Proven experience in managing and developing customer support teams.
• Strong understanding of customer service best practices and principles.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
• Ability to analyze data and generate insightful reports.
• Demonstrated leadership skills and the ability to motivate and inspire a team.
• Experience with omnichannel support strategies is a plus.
• Calm and professional demeanor, especially under pressure.

• Lead, train, and mentor a team of customer support representatives to ensure high performance and customer satisfaction.
• Develop and implement customer support strategies, policies, and procedures to enhance service delivery.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores (CSAT).
• Manage incoming support requests via various channels, including phone, email, and chat, ensuring timely and effective resolution.
• Handle escalated customer issues, providing expert solutions and maintaining customer loyalty.
• Identify trends in customer inquiries and feedback, collaborating with other departments to address root causes and improve products/services.
• Maintain and update the knowledge base and support documentation.
• Ensure compliance with service level agreements (SLAs) and company standards.
• Contribute to the continuous improvement of customer support processes and tools.
• Foster a customer-centric culture within the support team and across the organization.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service or support, with at least 2 years in a supervisory or management role.
• Proven track record of successfully managing and motivating a customer support team.
• In-depth knowledge of customer relationship management (CRM) software and helpdesk ticketing systems.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to remain calm and professional under pressure, effectively handling difficult customer situations.
• Strong understanding of customer service metrics and reporting.
• Experience in developing and delivering training programs for support staff.
• Ability to work independently and manage a remote team effectively.
• A passion for delivering outstanding customer service and creating loyal customers.

• Lead and manage a remote customer support team, fostering a culture of excellence.
• Develop and implement effective customer support strategies, policies, and procedures.
• Oversee daily operations of customer support channels, ensuring timely and accurate resolutions.
• Set and monitor key performance indicators (KPIs) and service level agreements (SLAs).
• Conduct regular performance reviews and provide coaching to support representatives.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with cross-functional teams to address customer issues and enhance product/service offerings.
• Manage customer escalations and resolve complex support issues effectively.
• Implement and optimize customer support tools and technologies.
• Develop and deliver training programs for the support team.

• Proven experience in customer support management or a related leadership role.
• Demonstrated success in managing and motivating remote teams.
• In-depth knowledge of customer service principles and best practices.
• Proficiency with CRM software and customer support platforms.
• Excellent problem-solving, analytical, and decision-making skills.
• Exceptional communication, interpersonal, and conflict-resolution abilities.
• Ability to develop and implement effective support strategies.
• Strong understanding of customer journey mapping and experience optimization.
• Bachelor's degree in Business Administration, Communications, or a related field is preferred.

• Lead, mentor, and develop the customer support team, setting clear performance expectations and fostering a positive work culture.
• Manage day-to-day support operations, ensuring timely and effective resolution of customer inquiries and issues across multiple channels (phone, email, chat, social media).
• Develop and implement customer support strategies, policies, and procedures to enhance customer satisfaction and loyalty.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores (CSAT), and net promoter score (NPS).
• Analyze customer feedback and support data to identify trends, root causes of issues, and areas for improvement.
• Collaborate with product, engineering, and sales teams to provide customer insights and drive product enhancements.
• Manage escalations and complex customer issues, ensuring swift and satisfactory resolution.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Oversee the training and onboarding of new customer support representatives.
• Manage the customer support budget and resource allocation effectively.
• Stay up-to-date with the latest trends and best practices in customer service and support technology.
• Contribute to strategic initiatives aimed at improving the overall customer experience.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5-7 years of experience in customer support or service roles, with at least 2-3 years in a management or team lead capacity.
• Proven experience in managing and motivating customer support teams.
• Strong understanding of customer support best practices, tools, and technologies (CRM systems, ticketing systems).
• Excellent problem-solving, analytical, and decision-making skills.
• Exceptional communication, interpersonal, and conflict-resolution abilities.
• Demonstrated ability to drive customer satisfaction and loyalty.
• Experience working in a hybrid environment, balancing remote and in-office responsibilities.
• Proficiency with relevant software, including CRM (e.g., Salesforce, Zendesk) and helpdesk platforms.
• A passion for delivering outstanding customer experiences.

• Lead, mentor, and manage a team of customer support specialists, fostering a positive and high-performing work environment.
• Oversee the daily operations of the customer support function, ensuring timely and effective resolution of customer inquiries and issues via various channels (phone, email, chat).
• Develop and implement customer support policies, procedures, and best practices to optimize service delivery.
• Monitor key performance indicators (KPIs) such as response time, resolution rate, customer satisfaction (CSAT), and Net Promoter Score (NPS).
• Analyze support data to identify trends, root causes of issues, and opportunities for product or service improvements.
• Act as a point of escalation for complex customer issues, providing expert guidance and resolution.
• Collaborate with product, sales, and engineering teams to communicate customer feedback and drive cross-functional improvements.
• Develop and deliver training programs for the support team to enhance their product knowledge and service skills.
• Manage support resources and schedules to ensure adequate coverage and efficiency.
• Contribute to the development of knowledge base articles and self-service resources for customers.
• Drive initiatives to improve customer retention and loyalty through exceptional support experiences.

• Proven experience in a customer support management or leadership role, preferably within a technology or service-oriented industry.
• Demonstrated ability to lead and motivate a remote support team.
• Strong understanding of customer support best practices, CRM systems, and helpdesk software.
• Excellent analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
• Exceptional communication, interpersonal, and conflict resolution skills.
• Proficiency in managing multiple support channels and ensuring service level agreements are met.
• Experience in developing and delivering training programs.
• Ability to work independently, prioritize tasks effectively, and manage time efficiently in a remote setting.
• A customer-centric mindset with a passion for delivering outstanding service.
• Bachelor's degree in Business Administration, Communications, or a related field is preferred.