B2B Customer Support & Ops Manager (Hybrid/Remote)

VOLTEMPO; Birmingham; Hybrid; GBP 42,000 - 52,000; Full time

Job summary

VOLTEMPO is seeking a proactive Customer Support Manager on a 6-month contract to lead B2B support for our EV charging network. You will oversee remote teams, onboard new clients, manage KPIs, and build scalable support processes that drive uptime and client satisfaction.

The role sits at the intersection of operations, sales, and technical support, requiring a customer-focused leader who can own escalations, coordinate across teams, and implement AI-driven improvements.

Qualifications

• Minimum 2 years in a customer support, account management, or client services role within a B2B environment.
• Demonstrable track record of managing customer support for B2B clients.
• Proficiency with customer service ticketing platforms (e.g. Jira, Zendesk).
• Ability to interpret data and translate reporting into clear, actionable insights for clients.
• Highly organised with the ability to manage multiple accounts and priorities.

Responsibilities

• Onboard new commercial customers, assist with charger setup, platform familiarisation, and coordinate with internal teams.
• Proactively monitor account health, usage data, and charging network performance to identify risks and opportunities.
• Develop the customer support ticketing system, including macros, automated workflows, and self-service options.
• Develop a connected customer support system using automation and AI to improve the customer experience.
• Act as the internal voice of the customer, relay feedback to product, engineering, and operations for improvement.
• Coordinate with the maintenance team to resolve site issues, faults, and service requests for B2B clients.
• Create and maintain client-facing documentation (onboarding guides, FAQs, reporting templates).
• Manage escalations, maintaining client communications while coordinating internal resolutions.
• Support the Network Operations Manager as the relationship owner for B2B charging clients.
• Provide monthly KPI/SLA reports in network update packs for each client.
• Assist onboarding and management of an external agency for 24/7 coverage.

Skills

Customer support

Team management

KPI tracking

Process improvement

Tools

JIRA

Zendesk

Job description

VOLTEMPO is seeking a proactive Customer Support Manager on a 6-month contract to lead B2B support for our EV charging network. You will oversee remote teams, onboard new clients, manage KPIs, and build scalable support processes that drive uptime and client satisfaction.

The role sits at the intersection of operations, sales, and technical support, requiring a customer-focused leader who can own escalations, coordinate across teams, and implement AI-driven improvements.