Customer Support Manager

About the role

We are looking for a hands‑on Customer Support Manager to lead and scale our support operations in London. You will own the end‑to‑end ticket workflow, drive operational excellence, and work closely with product, customer success and operations teams to improve the overall customer experience.

Key responsibilities

• Act as a player‑coach: directly handle ticket queues while managing a small, high‑growth support team.
• Design and implement scalable SOPs, workflows and support tooling (e.g., Zendesk, Intercom, HelpScout).
• Monitor and analyse support metrics such as SLA compliance and CSAT, using insights to drive performance improvements.
• Create self‑service resources and quality‑assurance frameworks to ensure consistent, high‑quality support.
• Collaborate with Customer Success, Product and Operations to bridge support and strategy, surfacing customer insights for product enhancements.

Required profile

• Recent experience in a dedicated Customer Support role (not Customer Success) with a focus on operational excellence.
• Proven player‑coach mindset, comfortable working in ticket queues while leading a team.
• Hands‑on experience managing ticket queues in a startup environment, preferably in HRTech, InsurTech or FinTech.
• Track record of meeting or exceeding SLA and CSAT targets.
• Experience with regulated or financial products and handling complex complaints.

Required skills

• Zendesk
• Intercom
• HelpScout