Customer Support Manager

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

Job summary

Join a forward-thinking company as a Customer Support Manager, where you'll lead a dynamic team and drive exceptional customer experiences. This role offers the chance to shape a new team, mentor emerging leaders, and implement innovative service practices. With a focus on performance tracking and process improvements, you'll play a vital role in enhancing customer satisfaction. Enjoy a culture-first environment that values flexibility and collaboration, along with generous benefits like work-from-anywhere days and an annual retreat. If you're passionate about leadership and customer service, this opportunity is for you!

Benefits

24 days holiday + Bank Holidays + birthday off

£1200 annual benefits allowance

30 days to Work from Anywhere

Early finish Fridays (16:00)

Annual company retreat to Serbia

Enhanced parental leave policies

Statutory pension with NEST

Zinc shares via EMI Scheme

Unlimited access to coaching services

Company socials and lunches

Qualifications

• 2-3 years of leadership experience in customer support.
• Experience mentoring and developing early-career leaders.

Responsibilities

• Lead and develop Team Leads through coaching and feedback.
• Manage complex customer escalations and ensure service metrics are met.

Skills

Coaching and developing team leaders

Performance management

Data interpretation

Excel/Sheets proficiency

Communication skills

Adaptability

Problem-solving skills

Leadership qualities

Tools

Google Workspace

Job description

Description

At Zinc, we’re building a world-class customer experience, starting with a leadership team that sets high standards. We are seeking an experienced Customer Support Manager to join our growing team, leading with confidence, clarity, and care.

Reporting to our Head of Customer Success, you will collaborate with our current Customer Success Manager and directly oversee two Team Leads, supporting their efforts to deliver exceptional service, consistency, and performance.

This high-impact role combines hands-on coaching with analytical skills. It is ideal for someone passionate about developing people, driving standards, and leveraging insights to unlock team potential.

We require at least 2-3 years of leadership experience within a customer support environment. The role involves shaping a team that is over 60% new, embedding scalable service practices, mentoring emerging leaders, and managing KPIs, quality metrics, and operational trends. You will lead from the front, assist your leads through challenges, and handle complex escalations when necessary.

Key Responsibilities

1. Team Leadership & Development
2. Coach and develop Team Leads through regular 1:1s, feedback, and leadership support, helping them grow into confident managers.
3. Ensure pods meet or exceed service metrics by guiding performance tracking, reviews, and continuous improvement.
4. Act as the point of contact for complex customer escalations, enabling Team Leads to handle issues independently.
5. Identify and implement process improvements to enhance ticket handling, workflow efficiency, and service quality.
6. Partner with the VP of Customer Success to evolve support strategies and introduce new tools or ideas.

Skills, Knowledge, and Expertise

• Hard Skills
• Experience coaching and developing early-career team leaders and managing performance effectively.
• Able to interpret platform data (e.g., workload forecasting, ticket trends).
• Proficient in Excel/Sheets for KPI tracking and decision-making.
• Strong familiarity with Google Workspace.
• Excellent communication skills to provide feedback, align expectations, and inspire clarity.
• Adaptable and resourceful, thriving in ambiguity and evolving processes.
• Problem-solving skills, capable of guiding others independently.
• Leadership qualities with empathy, sound judgment, and adaptability in tone and approach.

What we offer

Zinc offers the chance to work on innovative products that transform data ownership in hiring, with benefits including:

• 24 days holiday + Bank Holidays + your birthday off
• £1200 annual benefits allowance
• 30 days to Work from Anywhere
• Early finish Fridays (16:00)
• Annual company retreat to Serbia
• Enhanced parental leave policies
• Statutory pension with NEST
• Zinc shares via EMI Scheme
• Unlimited access to coaching services
• Company socials and lunches
• Nursery workplace benefit scheme
• Option to lease an electric car
• Celebrated Zinc anniversaries

Who we are

Zinc develops automated reference and background checking tools aimed at improving candidate experience and setting industry standards. Founded in 2017, Zinc is an early-stage startup focused on redefining efficiency, transparency, and fairness in background checks.

Learn more about our story at https://zincwork.com/mission.

As a culture-first company, we foster a respectful, autonomous environment that supports innovation, promotes flexibility, and maintains a flat organizational structure. Our culture is driven by shared values: Pragmatic, Integrity, Empathy, Collaborate, Empowered, Speed.