Customer Support Manager

WeMaintain; Greater London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading building maintenance company in Greater London seeks a Customer Support Manager to oversee lift and escalator operations. Your role includes managing field teams, building customer relationships, and ensuring service quality meets contractual obligations. Candidates should have strong communication skills, experience with service teams, and a leadership presence. Join us to be at the forefront of transforming maintenance services in a fast-paced environment.

Qualifications

• Proven experience managing and leading field-based or mobile service teams.
• Ability to plan, prioritise, and manage multiple operational demands.
• Experience working in fast-paced, service-driven environments.

Responsibilities

• Lead and support field engineers and technicians.
• Build and maintain strong customer relationships.
• Track KPIs relating to service performance and customer satisfaction.

Skills

Strong communication skills

Experience managing service teams

Commercial awareness

Leadership presence

Ability to manage multiple demands

Education

Industry qualifications in lift engineering

Job description

🌎 Our Mission

To place the best of human and technology at the heart of building maintenance. By combining the expertise of engineers in the field with the agility of technology, we aspire to be a major player in facilitating economic, digital, environmental, and social transitions for the better, particularly with the advent of smart buildings.

We are convinced that combining technology and innovation to enhance technical professions will be successful by granting autonomy, time, and recognition to engineers—the true experts in the field—and is essential for successful performance. This is why we develop hardware and software solutions to provide real‑time, reliable, and comprehensive data to optimize building management.

Everything in the company is built around its values: Care, Grit, and Uniqueness. We apply them daily within our teams and with our clients and partners.

WeMaintain's mission is to drive the transformation of building operations with our unique end‑to‑end platform. Join our dynamic and energetic team as we shape the future of maintenance.

🚀 Why Join Us?

At WeMaintain, we are committed to embodying each of our values in our daily work.

• Care, in every interaction with our clients and colleagues.
• Grit, in our determination to always go above and beyond and deliver superior quality products.
• Uniqueness, in our goal to always enable everyone to feel comfortable expressing their opinions and testing their ideas to transform our industry.

Join our team and help shape the future of maintenance while working in a supportive and collaborative environment.

If you are ready to make an impact and drive change in a growing company, we would love to get to know you. Join us at WeMaintain and be part of our journey to revolutionize the industry!

🙌🏼 Who Are We Looking For?

We are seeking an experienced and driven Customer Support Manager to lead our lift and escalator service operations. This role is responsible for managing day‑to‑day field operations, overseeing service and maintenance teams, and building strong customer relationships. The ideal candidate combines technical understanding of the lift industry with strong leadership, planning, and client‑facing skills.

📈 What Will Your Future Role Be?

Field Operations Management

• Lead, manage, and support field engineers and technicians across service, maintenance, and repair activities
• Plan and coordinate workloads, schedules, and resource allocation to meet service targets and SLAs
• Monitor job quality, productivity, and safety compliance across all field activities
• Ensure adherence to statutory regulations, safety standards, and company procedures
• Support recruitment, onboarding, and ongoing development of field staff
• Conduct performance reviews, toolbox talks, and technical guidance sessions
• Act as escalation point for complex technical and operational issues

Customer Relationship Management

• Serve as a primary operational contact for key customers and contracts
• Build and maintain strong, long‑term customer relationships
• Manage service delivery performance against contract requirements
• Handle escalations, service concerns, and customer complaints promptly and professionally
• Attend customer meetings, site reviews, and performance reviews
• Identify opportunities for service improvements and contract growth

Operational & Commercial Control

• Track KPIs including response times, first‑time fix rates, callbacks, and customer satisfaction
• Work closely with sales and commercial teams to support renewals and variations
• Control operational costs, overtime, and materials usage
• Support quotation reviews and technical scope validation where required
• Prepare operational reports for senior management

Health, Safety & Compliance

• Promote a strong safety culture across all field teams
• Ensure risk assessments and method statements are followed
• Investigate incidents and implement corrective actions
• Maintain compliance with lift industry standards and regulatory requirements

Essential

• Strong communication skills with the ability to engage confidently with engineers, customers, and senior stakeholders
• Proven experience managing and leading field‑based or mobile service teams
• Commercial awareness, with experience balancing service delivery, cost control, and contract performance
• Ability to plan, prioritise, and manage multiple operational demands
• Leadership presence with a people‑first approach to team development
• Experience working in fast‑paced, service‑driven environments

Desirable (Not Essential)

• Industry qualifications in lift engineering or related discipline
• Knowledge of relevant lift and safety standards
• Experience managing service contracts and SLAs

✏️ How to Apply?

We carefully read every application. Tell us who you are, what draws you to this role, and what you'd like to build with us.

What we value most is drive, curiosity, and potential — not a perfect resume.

To apply, just click the “Apply” button below and answer a few short questions. It’s quick and helps us get to know you better.

At WeMaintain, we celebrate diversity, encourage personal growth, and are committed to inclusivity. Whatever your background, journey, or identity — we warmly encourage you to apply.

🎯 Recruitment Process

• Phone interview with Recruitment lead - 30 minutes
• Face to face interview with Senior management - 1 hour