As a Customer Support Team Manager, you’ll work alongside fellow Support Managers to oversee the day-to-day running of the Support department, ensuring we consistently meet our performance, productivity and quality targets.

You’ll lead, motivate and develop your team, building a high-performing culture focused on accountability, continuous improvement and delivering an exceptional customer experience. Using key metrics such as productivity, CSAT and quality, you’ll identify opportunities to improve performance and support your team to succeed.

You’ll also play an important role in driving the wider department forward, working closely with the Head of Support & Onboarding to improve processes, strengthen quality assurance and build a culture of knowledge sharing and continuous learning.

What we need from you:

You should apply if you:

Have experience leading B2C and B2B customer support or contact centre teams, with a strong understanding of customer support processes.

Have experience managing people, workloads and resources to achieve contact centre targets.

Are confident managing performance and absence within a contact centre environment.

Have experience delivering training, onboarding new starters and implementing new processes and systems.

Are passionate about developing people and helping them reach their potential.

Are highly organised, able to prioritise and meet deadlines.

Stay calm under pressure and thrive in a fast-paced contact centre environment.

Customer Support Team Manager

Responsibilities

Qualification

Required

Benefits

Company

Goodlord

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