Customer Support Manager

Zinc; London; On-site; GBP 45,000; Full time

Job summary

An established industry player is seeking a Customer Support Manager to elevate their customer experience. In this pivotal role, you will lead and mentor a team of Team Leads, focusing on exceptional service delivery and team performance. Your leadership will shape the team's culture, enhance operational efficiency, and drive strategic improvements. With a strong emphasis on coaching and development, you will empower your team to tackle challenges and foster a collaborative environment. This is an exciting opportunity to make a significant impact in a dynamic and supportive workplace.

Benefits

24 days holiday

Benefits allowance

Flexible working

Company retreats

Enhanced parental leave

Pension scheme

Equity options

Coaching access

Social events

Qualifications

• Proven ability to coach and develop early-career team leaders.
• Experience with Zendesk and interpreting platform data.

Responsibilities

• Coach and develop Team Leads, ensuring team performance meets service metrics.
• Handle complex customer issues, empowering Team Leads to resolve independently.

Skills

Leadership Experience

Technical Skills (Zendesk, Excel)

Communication & Collaboration

Adaptability & Problem-Solving

Emotional Intelligence

Tools

Zendesk

Excel/Sheets

Job description

Join to apply for the Customer Support Manager role at Zinc

Description

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

Details

• Department: Customer Success
• Employment Type: Full Time
• Location: Zinc - London
• Reporting To: Conrad Jones
• Compensation: £45,000 / year

Role Overview

Reporting to the Head of Customer Success, you will collaborate with the existing Customer Success Manager and directly lead two Team Leads. Your focus will be on delivering exceptional service, maintaining consistency, and enhancing team performance.

This role combines hands-on coaching with analytical skills, ideal for someone passionate about developing talent, elevating standards, and leveraging insights to maximize team potential. You will play a key role in shaping team culture, embedding scalable practices, mentoring emerging leaders, and managing KPIs, quality metrics, and operational trends. You will lead by example, support your team through challenges, and handle complex escalations when necessary.

Key Responsibilities

1. Team Leadership & Development: Coach and develop Team Leads, support their growth into effective managers, and ensure team performance meets or exceeds service metrics.
2. Customer Escalations: Handle complex or sensitive customer issues, empowering Team Leads to resolve issues independently.
3. Process Improvement: Identify and implement enhancements to ticket handling, workflows, and service quality.
4. Strategic Partnership: Collaborate with leadership to evolve support strategies and introduce new tools or initiatives.

Skills & Experience

• Leadership Experience: Proven ability to coach and develop early-career team leaders.
• Technical Skills: Experience with Zendesk and interpreting platform data; proficient in Excel/Sheets.
• Communication & Collaboration: Clear communicator who can give feedback and inspire teams.
• Adaptability & Problem-Solving: Thrive in fast-paced, evolving environments and independently resolve issues.
• Leadership & Emotional Intelligence: Lead with empathy, sound judgment, and tailored approaches.

What We Offer

Join Zinc and enjoy benefits like 24 days holiday, benefits allowance, flexible working, company retreats, enhanced parental leave, pension scheme, equity options, coaching access, social events, and more.