Customer Service Manager

ConnexAI; Manchester; On-site; GBP 40,000 - 70,000; Full time

Job summary

Join a dynamic and innovative company as a Customer Service Manager, where you'll lead passionate teams dedicated to delivering exceptional customer experiences. In this pivotal role, you'll shape the strategy and operations of the Customer Service and Technical Support functions, ensuring a high-performing, customer-centric environment. With a focus on service quality and team development, you'll drive continuous improvement and foster a culture of excellence. This is an exciting opportunity to make a significant impact in a fast-paced setting, where your leadership will be key to success.

Qualifications

• Proven experience managing customer service and technical support teams.
• Strong leadership and coaching skills in high-volume environments.

Responsibilities

• Lead and develop Customer Service and Technical Support teams.
• Oversee daily operations and ensure quick resolution of customer queries.
• Monitor and improve customer satisfaction and service quality.

Skills

Customer Service Management

Technical Support

Leadership

Coaching

Service Quality Metrics

Escalation Management

Continuous Improvement

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

Direct message the job poster from ConnexAI

Department: Customer Support and Technical Support

Location: Manchester, UK (Onsite)

About the Role:

As a Customer Service Manager, you'll lead our Customer Service and Technical Support teams to deliver outstanding customer experiences. Reporting to the Global Head of Support, you will act as a key deputy, helping to shape the day-to-day operations and overall strategy for the support function. You’ll focus on building a high-performing, customer-centric environment where service quality, satisfaction, and team development are prioritised.

This is a leadership role where strong service management, coaching, and operational skills are key.

Key Responsibilities:

• Lead and develop Customer Service and Technical Support teams, including team leaders and Heads of Line.
• Oversee daily operations to ensure customer queries and technical issues are resolved quickly, professionally, and empathetically.
• Monitor and improve customer satisfaction (CSAT), first contact resolution (FCR), response times, and service quality.
• Act as the final escalation point for complex customer or technical issues, ensuring prompt and clear resolution.
• Identify trends in service and technical queries, working with internal teams to drive improvements.
• Maintain service processes, knowledge base documentation, and ongoing team training.
• Foster a culture of continuous improvement, customer focus, and employee engagement.

Requirements:

• Work onsite in our Manchester office 5 days per week.
• Proven experience managing customer service and technical support teams in a high-volume environment.
• Strong leadership, coaching, and team development skills.
• Solid understanding of service quality metrics and customer experience best practices.
• Calm under pressure, with experience managing escalations and driving service recovery.

Preferred Qualifications:

• Background in managing service/support teams for Contact Centres, SaaS, tech, or service-driven companies.
• Familiarity with customer service platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• Experience with service process improvement and customer journey optimisation.

Why Join Us?

At ConnexAI, customer experience is at the heart of everything we do.

You’ll lead passionate Customer Service and Technical Support teams, shaping how we support our customers and driving a culture of service excellence in a fast-paced, innovative environment.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Quality Assurance

• Industries

  Telephone Call Centers, IT System Training and Support, and Telecommunications

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