45,454 Customer Support Manager jobs in the United Kingdom

Customer Support Manager
Location: Leeds
Salary: £40,000
Hours: Full-time | Permanent

Are you an experienced manager who thrives on leading teams, streamlining processes, and delivering accurate, client-focused results?

Were looking for a hands-onCustomer Support Manager to lead a talented group of estimators and administrators who work closely with our sales and project delivery teams. This is a key l.

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About Gizmo

Gizmo is an AI startup on a mission to make learning so easy that anyone can learn anything. We're building Duolingo for Anything - a platform that uses gamification and social mechanics to make learning fun and effective. With over 1 million monthly active users and $4M in annual recurring revenue, we're already one of the fastest-growing startups in the UK. Well funded with $2M in Series A backing from top investors like NFX and Ada Ventures, Gizmo has achieved 10x growth in the past year. We're now positioned to scale from 4M to 25M ARR by 2026 while expanding our market leadership into the US.

About the role

We're looking for our first Customer Support hire to become the voice of our users and the bridge between our community and product + engineering teams. Working directly with our Founders and Product team, you'll own the entire customer support experience while building the systems and processes that will scale our support function as we grow.

This is a hands-on, high-impact role where you'll spend your days solving user problems, managing support agents, and directly influencing product decisions based on user feedback. You'll be answering emails, managing tickets, and talking to users all day - but you'll also be shaping how a million+ users experience our product.

Responsibilities

• Customer Support: own all customer interactions across Intercom. You'll be responding to user queries, troubleshooting issues, and ensuring every user feels heard and supported.
• Ticketing & Bug Management: develop and manage our support ticketing system, categorise and prioritise user issues, and work closely with engineering to ensure bugs are tracked and resolved quickly.
• User Insights & Reporting: analyse support conversations to identify patterns in user behavior, feature requests, and pain points. You'll create regular reports that directly inform product roadmap decisions.
• Team Building: hire, train, and manage customer support agents as we scale. You'll build the playbooks, processes, and culture that ensure consistent, excellent support at scale.
• Product Partnership: serve as the voice of the customer in product discussions. You'll advocate for user needs and help prioritise features based on real user feedback and support volume trends.

Requirements

• You are genuinely excited about helping users and solving problems - you understand that you'll be answering emails and tickets for most of your day
• You are customer-obsessed with excellent written communication skills and the ability to turn frustrated users into advocates
• You have experience in customer support, ideally in consumer tech 
• You've managed support team members or are ready to build and scale a support function from the ground up
• You are comfortable with support tools (Intercom, Zendesk, Freshdesk, Zoho, etc) and can quickly learn new systems
• You have strong problem-solving skills and can troubleshoot technical issues with non-technical users

Nice-to-haves:

• You have some experience with database management via admin panels and making data changes to resolve user issues
• You've worked in high-growth consumer tech companies and understand the unique challenges of scaling support
• You've built support processes from scratch and scaled support teams in fast-growing companies

Benefits

• Meaningful equity included - you’ll own a piece of what you’re building 
• Hybrid working model with 4 days in our Shoreditch office.
• Private health insurance
• The opportunity to be one of the earliest employees in one of the UK’s fastest-growing startups

• Lead, mentor, and manage the customer support team to achieve performance goals.
• Develop and implement customer service strategies and policies to enhance customer satisfaction.
• Oversee the resolution of escalated customer complaints and complex issues.
• Monitor customer support metrics and KPIs, providing regular reports to senior management.
• Develop and deliver comprehensive training programs for support staff.
• Identify opportunities for process improvements within the customer support function.
• Collaborate with cross-functional teams to ensure a seamless customer experience.
• Manage the customer support budget and resource allocation.
• Foster a positive and customer-centric team culture.
• Stay up-to-date with industry best practices and emerging trends in customer service.

• Lead, mentor, and manage a team of customer support specialists.
• Develop and implement effective customer support strategies and processes.
• Set performance goals and monitor team performance against key metrics (e.g., response time, resolution rate, customer satisfaction).
• Handle and resolve escalated customer issues and complaints effectively.
• Analyze customer support data to identify trends, insights, and areas for improvement.
• Collaborate with product management and engineering teams to provide customer feedback and drive product enhancements.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Ensure consistent delivery of high-quality customer service across all channels.
• Train new team members and provide ongoing coaching and development.
• Stay updated on industry trends and best practices in customer support.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer support or a related customer-facing role, with at least 2 years in a management or team lead capacity.
• Proven track record of managing and motivating customer support teams.
• Strong understanding of customer support software and CRM systems (e.g., Zendesk, Salesforce).
• Excellent problem-solving, analytical, and conflict-resolution skills.
• Exceptional written and verbal communication and interpersonal abilities.
• Experience in the technology sector is a strong advantage.
• Ability to thrive in a fast-paced, dynamic environment.

• Lead, mentor, and manage a remote team of customer support representatives.
• Develop and implement effective customer support strategies, policies, and procedures.
• Monitor and analyze customer support performance metrics, identifying areas for improvement.
• Ensure timely and effective resolution of customer inquiries and issues across all channels.
• Train and coach team members on product knowledge, customer service skills, and company procedures.
• Develop and maintain comprehensive knowledge base articles and self-service resources.
• Collaborate with other departments (e.g., Product, Engineering, Sales) to address customer feedback and improve product offerings.
• Manage customer escalations and ensure their swift and satisfactory resolution.
• Identify trends in customer issues and provide feedback to product development teams.
• Foster a customer-centric culture within the support team.
• Contribute to the development of customer support tools and technologies.
• Manage the customer support budget and resources effectively.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Conduct regular performance reviews and provide ongoing feedback to team members.

• Bachelor's degree in Business Administration, Communications, or a related field, or equivalent experience.
• 5+ years of experience in customer support, with at least 2 years in a management or supervisory role.
• Proven ability to lead and motivate a remote team.
• In-depth knowledge of customer support best practices and methodologies.
• Experience with customer support software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Proficiency in developing and implementing support strategies.
• Ability to manage multiple priorities and work effectively in a remote setting.
• Experience in developing training materials and conducting team training.
• A strong customer advocacy mindset.

• Lead, mentor, and manage a team of customer support representatives, fostering a positive and results-driven environment.
• Develop and implement customer support policies, procedures, and SLAs to ensure efficient and effective service delivery.
• Monitor and analyze customer support metrics (e.g., response time, resolution time, CSAT) to identify trends and areas for improvement.
• Act as an escalation point for complex customer issues, providing timely and effective resolutions.
• Collaborate with Product, Engineering, and Sales teams to advocate for customer needs and provide feedback for product enhancements.
• Develop and deliver training programs for the support team to enhance product knowledge and service skills.
• Manage the support budget and resources effectively.
• Ensure the consistent delivery of high-quality customer service across all channels (phone, email, chat, social media).
• Identify opportunities to improve the customer journey and proactively address potential issues.
• Contribute to the strategic planning and growth of the customer support function.

• Bachelor's degree in Business Administration, Communications, or a related field.
• 5+ years of experience in customer support or customer service management.
• Proven track record of building, leading, and motivating high-performing support teams.
• Strong understanding of customer support best practices, KPIs, and relevant software (e.g., Zendesk, Salesforce Service Cloud).
• Excellent communication, interpersonal, and problem-solving skills.
• Experience in developing and implementing customer support strategies and processes.
• Ability to manage multiple priorities and work effectively in a fast-paced, hybrid work environment.
• Experience in the SaaS or technology industry is highly desirable.
• Commitment to delivering exceptional customer experiences.

• Proven experience (5+ years) in a customer support leadership role, managing teams.
• Demonstrated success in improving customer satisfaction metrics and SLAs.
• Experience in developing and implementing customer support strategies and processes.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Strong understanding of customer support best practices and KPIs.
• Excellent leadership, coaching, and team-building skills, especially in a remote setting.
• Exceptional communication, problem-solving, and conflict-resolution abilities.
• Ability to analyze data, identify trends, and generate actionable insights.
• Experience in managing escalated customer issues effectively.
• Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.

• Oversee the day-to-day operations of the customer support department, ensuring efficient and effective service delivery.
• Develop, implement, and refine customer support policies, procedures, and standards.
• Manage, coach, and mentor a team of customer support representatives, fostering a positive and productive work environment.
• Set performance goals for the support team and monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Handle escalated customer inquiries and complaints, providing timely and satisfactory resolutions.
• Identify training needs for the support team and develop/deliver appropriate training programs.
• Collaborate with other departments (e.g., Sales, Product Development) to address customer feedback and improve products/services.
• Analyse customer support data to identify trends, root causes of issues, and areas for improvement.
• Implement and manage customer support technologies and tools (e.g., CRM systems, ticketing software).
• Develop and maintain a comprehensive knowledge base for the support team and customers.
• Ensure that all customer interactions are handled with professionalism, empathy, and efficiency.
• Contribute to the development of customer retention strategies.
• Prepare regular reports on customer support performance for senior management.
• Stay up-to-date with industry best practices in customer service and support management.
• Champion a customer-centric culture throughout the organisation.

• Proven experience in a customer support or customer service management role (minimum 5 years).
• Demonstrated success in leading and developing a customer support team.
• Excellent understanding of customer service principles and best practices.
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
• Exceptional communication, interpersonal, and conflict resolution skills.
• Proficiency in using CRM software and other customer support tools.
• Ability to train and motivate staff effectively.
• Strong organisational and time-management skills.
• Experience in developing and implementing customer support strategies and KPIs.
• A proactive and results-oriented approach.
• Bachelor's degree in Business Administration or a related field is preferred.
• A genuine passion for delivering outstanding customer experiences.