Customer Support Manager

About the role

We are looking for a Customer Support Manager to lead and scale our support operations in London. The role sits at the intersection of customer experience, operations and product, giving you ownership of the support function from day one.

Key responsibilities

• Manage multi‑channel support (email and chat) for employer and employee users.
• Design and implement scalable workflows, SOPs and support tooling.
• Analyse support metrics and drive continuous performance improvements.
• Create self‑service resources and quality‑assurance frameworks.
• Collaborate closely with Customer Success, Product and Operations teams.
• Gather and surface customer insights to influence product development.

Required profile

• Experience building or scaling support operations in a startup or high‑growth environment.
• Strategic thinker who can also execute hands‑on tasks.
• Systems‑minded, proactive and highly customer‑centric.
• Passion for improving processes, workflows and customer experiences.
• Comfortable working in ambiguous, fast‑moving settings.

Required skills

What we offer

• Opportunity to shape a core function in a rapidly scaling HRTech startup.
• Collaborative environment with cross‑functional teams.
• Competitive compensation and benefits package.