Customer Support Manager

Easol; Greater London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading experience commerce platform in Greater London is seeking a Customer Support Manager to enhance customer relationships and streamline support processes. The ideal candidate will have a strong background in customer support within the SaaS industry, excellent analytical skills, and proficiency with Zendesk. This role involves managing customer queries, ensuring efficient support operations, and developing technical knowledge of the platform. The company offers flexible remote work, comprehensive health benefits, and significant growth opportunities.

Benefits

Work from anywhere option

Thrive allowance for wellness

Vitality healthcare

Personal development budget

Monthly mobile phone contribution

33 days of holidays

Qualifications

• Proven track record of performance in a fast‑paced startup environment.
• Experience in SaaS/B2B customer support or success.
• Highly analytical with the ability to interpret large data sets.
• Excellent verbal and written communication skills.
• F2F onsite visits and live event attendance required.

Responsibilities

• Own a defined book of business and reduce churn.
• Identify issues and streamline support operations.
• Manage complex cases and escalations.
• Build trust-based relationships with customers.
• Develop product knowledge and monitor KPIs.

Skills

Customer support expertise

Analytical skills

Empathy

Technical acumen

Effective communication

Education

Bachelor's degree or equivalent

Tools

Zendesk

HTML

CSS

JavaScript

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Easol is the leading all-in-one 'experience commerce' platform built to power experience businesses including festivals, wellness retreats, food and drink, sports and adventure trips. With Easol, experience businesses have complete control to drive more direct sales, retain more revenue, own their data and run their business on their terms.

Easol has deep roots in experiences. The platform was founded by former festival founders, Lisa and Ben Simpson in 2017, after the husband and wife team endured challenges and frustrations first‑hand while setting up and growing their own experience business including Rise, Europe's biggest Snowsports and music festival, and Beyond Adventures, a series of adventure travel experiences in remote locations such as the Sahara desert and the Swedish archipelago.

As a Customer Support Manager, your role plays a crucial part of Easol's growth and retention journey as you will be responsible for supporting Easol's creators, whilst also ensuring the smooth running of the support team. You will also be supporting all teams within CS: including supporting on Implementations, Account Management and Event Operations. You will provide technical guidance to Easol's customers helping them find solutions and drive value from the Easol platform to support their business growth. You will also work with the support team to ensure internal KPIs are met and we are living up to our Creator First values.

Candidates should love working with customers, be the right mix of resourcefulness, empathy and technical acumen and have a strong customer support background.

Responsibilities

• Own a defined book of business within Support, fostering an environment that enables customer growth while proactively reducing churn and identifying risk signals. Act as a strategic partner to creators, helping them maximise value from the platform and ensuring their long‑term success.
• Identify recurring issues, inefficiencies, and customer friction points, and lead initiatives to streamline support operations, improve workflows, and enhance the effectiveness of customer service tools. Drive continuous improvement across processes and technology.
• Serve as the primary escalation point for creators, managing high‑priority or complex cases with urgency and precision. Escalate appropriately to the VP of CS when issues require executive visibility or cross‑functional intervention.
• Support Customer Success Managers and Event Operations teams, ensuring alignment on creator needs, resolving blockers quickly, and providing insights that reinforce a unified customer experience across the organisation.
• Build and maintain strong, trust‑based relationships with Easol Creators, delivering exceptional service and ensuring timely, complete resolution of inquiries across all support channels. Take ownership of the most challenging, high‑impact customer problems.
• Develop deep subject‑matter expertise in Easol's platform, staying informed on new feature releases, upcoming changes, and product capabilities. Act as a go‑to expert across the business for product knowledge and technical nuance.
• Be accountable for core Support KPIs, including first reply time, requester wait time, CSAT, and implementation‑related metrics such as churn. Use these metrics to assess performance, guide prioritisation, and drive meaningful improvements to customer experience.
• Support onboarding and continuous development of support agents, offering coaching, guidance on handling complex interactions, and regular feedback to elevate team performance and ensure consistency in support quality.
• Own the support reporting strategy, managing tooling (e.g., Zendesk Explore), improving visibility into customer insights, operational performance, and team efficiency. Develop long‑term reporting solutions and drive adoption of data‑driven decision making.
• Analyse customer and operational data to surface trends, informing internal stakeholders and highlighting key areas for improvement. Evaluate the performance of cross‑functional partners (Success Engineering, Frontend, Finance, etc.) to support accountability and collaboration.
• Collaborate cross‑functionally to share customer experience (CX) insights, supporting strategic decision making across Product, Engineering, Success, Operations, and Leadership teams. Act as a consistent voice of the customer across the business.
• Build and maintain a best‑in‑class feedback loop with Product and Engineering, ensuring customer feedback is captured, prioritised, and actioned. Advocate for improvements that reduce friction, increase customer value, and support platform adoption.
• Analyse key trends and customer sentiment, delivering insights that influence product roadmap planning and feature prioritisation. Provide regular feedback to inform long‑term product strategy and enhance overall customer experience.

Requirements

• You have a proven track record of accountable, excellent performance in a fast‑paced startup environment.
• You have experience in SaaS/B2B within customer support, customer success or professional services ideally from Music, Entertainment or Fintech Industries support roles. That said, we are open to extraordinary talent from a variety of backgrounds but you must be genuinely passionate about commercial, technology and the experience industry.
• You are highly analytical and data‑driven with the ability to dissect and interpret large sets of data.
• You are highly empathetic and have excellent written and verbal communication skills.
• Advanced knowledge of Zendesk is required.
• Basic knowledge of HMTL, CSS, Javascript would be a plus. Even if you don't have any idea now, you don't shy away from making use of all the free resources out there to get up to speed.
• F2F onsite visits and live event attendance is also a key part of the role.A good understanding of e‑commerce, web analytics and digital marketing would help you excel in this role.
• You have a bachelor's degree or equivalent.

Benefits & Perks

• You'll have real visibility of what's happening in the business. We have weekly company meetings, where we all get together to discuss our wins, learning opportunities, our goals and direction
• There is an open forum for you to have your say in what we do and how we do it. We empower our team to share their ideas - no egos here!
• You'll have access to our incredible perks, such as a 'work from anywhere', where you can travel to a destination of choice and work remotely for up to 3 weeks a year, utilise our 'Thrive' allowance to pay for massages, gym classes, gigs or anything that helps you thrive!
• We have Vitality healthcare, inclusive of optical, dental & audiological care.
• In addition to that, we offer a monthly contribution towards your mobile phone contract, an annual personal development budget and support to choose your own equipment and a lot more!
• You'll have 33 days of holidays, inclusive of public holidays
• Employees of all backgrounds and physical abilities will be supported by us in every way possible to thrive