Customer Support Manager

Bits; London; On-site; GBP 40,000 - 50,000; Full time

Job summary

An innovative tech company is seeking a Customer Support Manager to lead their dynamic team in London. This role is pivotal in enhancing customer satisfaction and fostering a customer-centric culture. You will manage a dedicated team, implement effective strategies, and handle escalated inquiries, ensuring that every customer interaction is of the highest quality. Join a forward-thinking organization that values your contributions and offers a vibrant work environment where your skills can truly shine. If you are passionate about customer service and leadership, this is the perfect opportunity for you!

Benefits

Competitive market salary

Health insurance

Choose your hardware

Opportunities for professional development

28 days holidays/year

Regular team meals

Qualifications

• 5+ years of experience in customer service management, preferably in tech or finance.
• Strong understanding of customer support processes and strategies.

Responsibilities

• Lead and mentor the customer support team to ensure top-notch service.
• Develop and implement customer support policies and procedures.

Skills

Customer Service Management

Leadership Skills

Problem-Solving

Communication

Customer Support Processes

Analytical Skills

Education

Bachelor's Degree in Business or Hospitality

Tools

Customer Support Software

Job description

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About Bits

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

About Bits

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

About The Role

We are looking for a Customer Support Manager to lead our customer support team at Bits. In this role, you will be responsible for ensuring that our customers receive top-notch service and support. You will manage a team of customer support representatives, foster a customer-centric culture, and implement 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

• Lead and mentor the customer support team, providing guidance and training
• Develop and implement customer support policies and procedures
• Monitor customer interactions to ensure high-quality service
• Handle escalated customer inquiries and resolve complex issues
• Collaborate with other departments to enhance product offerings based on customer feedback
• Prepare reports on team performance and customer satisfaction
• Identify opportunities for improvement in customer support processes
• Ability to multitask and handle escalated customer issues and find effective resolutions
• Availability to work occasional weekends preferred
  
  

Requirements

• You will have 5+ years experience in customer service management role, ideally from a tech company or financial service company.
• Bachelor's degree in Business, hospitality or relevant field is preferred
• Proven experience as a Customer Support Manager or in a similar role
• Strong leadership skills with the ability to motivate and manage a team
• Strong understanding and experience vulnerable customers
• Knowledge of financial services and products is a plus
• Excellent communication and interpersonal abilities
• Experience in implementing customer service processes and strategies
• Ability to analyse customer feedback and identify trends
• Familiarity with customer support software and tools
• Problem-solving skills and the ability to handle challenging situations
  
  

Benefits

What's in it for You:

• Impactful Work: You'll play a key role in scaling our platform to support the next million Bits users, contributing to a product that's changing lives.
• Dynamic Environment: Forget the mundane. You'll be in a role where your priorities shape your path, and every day brings a new challenge.
  
  

Perks That Make You Smile

• Competitive market salary, and health insurance.
• Choose your hardware.
• Opportunities for professional development and career growth.
• 28 days holidays/ year incl. UK/ England public & bank holidays
• Regular team meals
• The chance to make a significant impact on financial inclusion and credit building for underserved communities.
  
  

And 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

• A quick introductory call
• A short take home technical challenge
• A final round to discuss your skills, introduce you to our CEO and founder, plus other members of the team and business, and answer any questions you might have
  
  

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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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