Customer Support Manager

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

Job Title: Customer Support Manager [6 month contract]

Location: Hybrid / Remote

Reports To: Network Operations Manager

1. Job Description

We are seeking a proactive and customer-focused Customer Support Manager to manage the customer support for our B2B clients across the Voltempo EV charging network. This role will focus on pro-actively managing our network to ensure that we achieve 99% uptime. Day-to-day will involve managing remote customer support teams, onboarding new clients, managing KPIs, and building the new processes of the customer support team. From the start building new processes and systems will be a focus The ideal candidate will have some experience in customer support within a technology or infrastructure environment. You will be at the intersection of operations, sales, and technical support acting as the primary point of contact for our commercial clients and ensuring they maximise the benefit of our EV charging solutions.

2. Key Responsibilities

• Onboard new commercial customer helping them to setup their chargers and vehicles, familiarisation with the platform, and co-ordinating with internal teams.
• Proactively monitor account health, usage data, and charging network performance to identify risks and opportunities before they escalat e e.g. EV charger disconnections.
• Build the customer support ticketing to improve efficiency including developing macros, automated workflows, and customer self-service options.
• Develop a connected customer support system that uses automation and AI to improve the customer experience.
• Act as the internal voice of the customer relaying feedback to the product, engineering, and operations teams to drive continuous improvement.
• Coordinate with the maintenance team to ensure timely resolution of site issues, faults, and service requests affecting B2B clients.
• Develop and maintain client-facing documentation including onboarding guides, FAQs, and reporting templates.
• Manage escalations effectively, owning the communication with the client while coordinating internal resolution.
• Support the Network Operations Manager who is the relationship owner for the B2B charging clients.
• Providing reporting for each client on their network KPIs and SLAs on a monthly basis in the network update packs.
• Support the Network Operations Manager to onboard and manage an external agency to provider 24 hours coverage for customers.

3. Required Qualifications

• Minimum 2 years of experience 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 competing priorities simultaneously.

4. Preferred Qualifications (but not essential)

• Experience in the EV, energy, utilities, fleet, or infrastructure sectors.
• Familiarity with EV charging technology, OCPP, or charge point management platforms.
• Experience working with fleet operators or logistics businesses.
• Exposure to technical products or services requiring client education and adoption support.
• Knowledge of AI tools (LLMs e.g. ChatGPT), no-code automation, API integrations helpful.
• Previous experience in a high-growth startup or scale-up environment.
• Customer Obsession: Puts the client experience at the centre of every decision; builds trust through consistency, responsiveness, and follow-through.
• Startup Mindset: Comfortable operating in ambiguous, fast-changing environments; takes initiative to build processes rather than waiting for them to exist.
• Pro-active Attitude: Consistently
• Problem Solving: Investigates root causes, coordinates across teams, and owns issues through to resolution without dropping the thread.
• Collaboration: Builds strong working relationships across operations, engineering, and sales to deliver seamless client experiences.

6. Working Conditions

• Hybrid 2 days per week or option for fully remote role 5 days per week (with check in days in office at most monthly).
• Monday to Friday 8:30am to 5pm
• Initial 6 month contract with opportunity for extension or promotion into a different role.