Customer Support Manager

Bits; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An innovative tech company is on the lookout for a Customer Support Manager to lead their dedicated team in London. This role offers the chance to shape customer experiences and implement strategies that enhance satisfaction. With a focus on fostering a customer-centric culture, you'll guide a passionate team while collaborating across departments to improve product offerings. Join a dynamic environment where your leadership can make a significant impact on financial inclusion and customer support excellence. If you're ready to take on this rewarding challenge, we want to hear from you!

Benefits

Competitive salary

Health insurance

Choice of hardware

Professional development opportunities

28 days of holidays

Regular team meals

Qualifications

• 5+ years of experience in customer service management in tech or financial services.
• Proven experience as a Customer Support Manager or similar role.

Responsibilities

• Lead and mentor the customer support team, providing guidance and training.
• Develop and implement customer support policies and procedures.

Skills

Customer Service Management

Leadership Skills

Communication Skills

Problem-Solving Skills

Customer Feedback Analysis

Education

Bachelor's Degree in Business

Bachelor's Degree in Hospitality

Tools

Customer Support Software

Job description

About Bits:

Bits is a dynamic tech company based in London dedicated to providing excellent financial solutions and support to our users. We thrive on innovation and aim to create a positive impact in the financial tech industry through our cutting-edge products. Our team consists of passionate individuals committed to helping our customers succeed.

About the Role:

We are seeking a Customer Support Manager to lead our customer support team at Bits. You will be responsible for ensuring our customers receive top-notch service, managing a team of support representatives, fostering a customer-centric culture, and implementing strategies to enhance customer satisfaction. If you have strong leadership skills and a passion for customer service, we want to hear from you!

Key Responsibilities:

1. Lead and mentor the customer support team, providing guidance and training.
2. Develop and implement customer support policies and procedures.
3. Monitor customer interactions to ensure high-quality service.
4. Handle escalated customer inquiries and resolve complex issues.
5. Collaborate with other departments to improve product offerings based on customer feedback.
6. Prepare reports on team performance and customer satisfaction.
7. Identify opportunities for process improvements in customer support.
8. Handle escalated customer issues and find effective resolutions.
9. Availability to work occasional weekends is preferred.

Requirements:

1. 5+ years of experience in customer service management, ideally within a tech or financial services company.
2. Bachelor's degree in Business, Hospitality, or a relevant field is preferred.
3. Proven experience as a Customer Support Manager or similar role.
4. Strong leadership skills with the ability to motivate and manage a team.
5. Experience working with vulnerable customers.
6. Knowledge of financial services and products is a plus.
7. Excellent communication and interpersonal skills.
8. Experience implementing customer service strategies and processes.
9. Ability to analyze customer feedback and identify trends.
10. Familiarity with customer support software and tools.
11. Problem-solving skills and the ability to handle challenging situations.

Benefits:

What's in it for You:

• Impactful work supporting the growth of our platform and positively affecting lives.
• A dynamic environment where your priorities shape your career path.

Perks:

• Competitive salary and health insurance.
• Choice of hardware.
• Opportunities for professional development and career growth.
• 28 days of holidays per year, including UK public and bank holidays.
• Regular team meals.
• The chance to contribute to financial inclusion and credit building for underserved communities.

If there's something else you desire within reason, we're all ears. We want you to be happy, fulfilled, and proud to be part of the Bits family.

Interview Process:

1. A quick introductory call.
2. A short take-home technical challenge.
3. A final interview to discuss your skills, meet our CEO and team, and answer any questions.

Ready to redefine credit-building with us? Apply now and be part of the Bits Revolution!