Customer Support Manager

Qargo; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An innovative tech scale-up is seeking a dynamic Customer Support Manager to elevate their support team. In this role, you will lead a growing team, enhance support processes, and ensure top-tier customer satisfaction. You will actively contribute to process improvements and collaborate with various teams to align on customer needs. This is an exciting opportunity to shape a critical role within a forward-thinking company that values your ideas and offers a vibrant work environment. If you are passionate about customer support and thrive in a fast-paced setting, this could be the perfect fit for you.

Benefits

Competitive salary package

Opportunity to build and shape a critical role

Dynamic work environment

Modern office with fun initiatives

Qualifications

• Strong leadership and people management skills required.
• Experience in customer-facing roles is essential.

Responsibilities

• Lead and manage the Customer Support team across multiple regions.
• Enhance support processes and monitor key support metrics.
• Drive optimization of helpdesk tools for improved operations.

Skills

People Management

Process Structuring

Continuous Improvement

Problem Solving

Communication Skills

Customer Support Experience

Tools

Intercom

Job description

About Qargo

Qargo is a tech scale-up with offices based in London and Ghent. We’re on a mission to transform the transportation industry by making it more efficient, profitable and sustainable. We are building the most user-friendly and intuitive Transport Management System (TMS) on the market that automates administrative processes and optimizes planning. To achieve our mission and support our growth, we’re looking for a Customer Support Manager to take our support team to the next level!

As Customer Support Manager, you will lead and optimize our growing support team and have 6-7 direct reports. You’ll be responsible for improving processes and streamlining workflows, ensuring top-tier customer satisfaction, and fostering a high-performing team culture. This is a hands-on role, meaning you won’t just oversee processes—you’ll actively contribute where needed to support the team and drive improvements.

As a Customer Support Manager, you'll:

1. Lead and manage the Customer Support team across UK and Belgium (6-7 direct reports) and, as we are growing, additional markets such as France and Poland.
2. Enhance support processes by monitoring key support metrics (response time, CSAT, escalations) and implement strategies for continuous improvement to increase efficiency and overall customer satisfaction.
3. Create workflow improvements and creative solutions to enhance team productivity.
4. Act as the primary escalation point for complex customer issues and jump in, when necessary, to support customers directly.
5. Drive the optimization of Intercom (our helpdesk tool) to improve support operations.
6. Collaborate closely with other teams (Customer Success, Product, Sales) to align on customer needs and pain points.

What we are looking for:

1. A highly driven individual who thrives on structuring processes and workflows to boost efficiency.
2. A natural leader with strong people management skills and a passion for mentoring and developing teams.
3. Someone who gets excited about continuous improvement—always looking for ways to make things better.
4. Previous experience in support or customer-facing roles (doesn’t have to be in logistics).
5. A hands-on problem solver who’s ready to jump in and support the team when needed.
6. Experience with helpdesk tools (Intercom or similar) is highly valued.
7. Strong communication skills, both with internal teams and customers.
8. Fluency in both Dutch and English. French and/or Polish earn you bonus points!

What's On Offer:

1. A competitive salary package with great benefits.
2. The opportunity to build and shape a critical role from the ground up.
3. The possibility to join our highly driven ‘DreamTeam’, grow with us and make your ambitions come true!
4. A dynamic, no-nonsense work environment where your ideas truly matter.
5. A modern and green office in Ghent with a great atmosphere and lots of fun initiatives such as board game nights, themed lunches, sports activities, etc.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Software Development