Customer Support Manager

Hozah; London Borough of Croydon; Híbrido; GBP 32.000 - 39.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working

Training and development

20 days’ annual leave plus bankolidays

Company pension scheme

Office near East Croydon Station with

Laptop provided

Employee Assistance Programme

Descripción de la vacante

Hozah is seeking a Customer Support Manager to lead a six-person team across two desks, handling around 1,500 tickets weekly. You will coach, monitor response times, and handle escalations, while collaborating with TechOps, Product, and Client Success to drive improvements.

You’ll bring hands-on Zendesk experience, data-driven mindset, and a passion for automation to enhance operations. The role is based in Croydon with hybrid working and growth opportunities.

Formación

• Experience leading a customer support or service team.
• Experience with ticket-based desks and targets.
• Strong coaching and performance improvement track record.
• Comfortable with Zendesk and using data for insights.
• Interest in automation/AI to improve workflows.
• Clear, calm writing and confident phone manner.

Responsabilidades

• Lead, coach and develop a team of six, with regular one-to-ones and clear standards for quality and output.
• Run the day-to-day across both desks, keeping response times, resolution and the backlog on track.
• Get stuck in on tickets when the queue is busy, and handle the trickier escalations yourself.
• Spot what drivers and clients keep contacting us about, and work with other teams to fix the cause.
• Get the most out of Zendesk, from macros and tagging to reporting.
• Plan the rota, including Saturday cover, around leave and busy periods.

Conocimientos

Leadership

Zendesk

Data analysis

Customer service

Automation

Herramientas

Zendesk

CRM software

Descripción del empleo

About Us

Hozah is a tech-led, award-winning company driving change in the parking industry and reimagining urban mobility. Our mission is simple but powerful: to transform parking into a seamless, automated experience, paving the way for smarter, more sustainable cities.

We run camera-based parking for landowners and operators, from hotels and colleges to shopping centres, across England, Scotland and Wales. With recent recognition as PayTech Company of the Year, a place among Deloitte’s Top 50 Fastest Growing Tech Companies in the UK, and significant VC/PE investment, we’re one of the fastest scaling companies in the country.

Role Overview

We’re looking for a Customer Support Manager to lead our support team: six people across two desks, handling around 1,500 tickets a week. One desk helps the landowners and asset managers we work with; the other helps the drivers who park at their sites. This isn’t answering from an FAQ. Many tickets mean investigating across our systems, escalating to TechOps and following up until the problem is fixed.

It’s a role for someone who enjoys making a team better. You’ll have the freedom to bring your own ideas, the backing of our COO, and Client Success, TechOps and Product teams to work with on them. You’ll make the case for what the team needs and be hands-on with our helpdesk tools to get there. You’ll lead from the front too, getting stuck into tickets with the team when it’s busy.

Key Responsibilities

• Lead, coach and develop a team of six, with regular one-to-ones and clear standards for quality and output.

• Run the day-to-day across both desks, keeping response times, resolution and the backlog on track.

• Get stuck in on tickets when the queue is busy, and handle the trickier escalations yourself.

• Spot what drivers and clients keep contacting us about, and work with other teams to fix the cause.

• Get the most out of Zendesk, from macros and tagging to reporting.

• Plan the rota, including Saturday cover, around leave and busy periods.

Who we’re looking for

You’ll need:

• Experience leading a customer support or service team, ideally on an email or ticket-based desk with targets.

• A track record of improving how a team performs.

• Experience setting clear targets, holding people to them and coaching them to get there.

• Comfortable with Zendesk or a similar tool, and with using data to see what’s going on.

• Happy getting into the detail of a problem, across systems and teams, to find out what actually went wrong.

• Curiosity about how automation and AI could make the team’s work easier.

• Clear, calm writing, even when a customer isn’t, and confidence on the phone with an unhappy client.

Nice to have:

• Experience in parking, mobility, utilities or another high-volume consumer service.

• Experience setting up weekend cover.

What We Offer

• £35,000, negotiable

• Hybrid working: 3 days in the office, 2 days from home.

• Room to grow with the business, with training and development support.

• 20 days’ annual leave plus bank holidays.

• Company pension scheme.

• A fully refurbished, modern office right next to East Croydon Station, with a fully stocked kitchen offering free breakfast, lunch and drinks (and two office dogs!).

• Laptop and tech provided.

• Employee Assistance Programme, BrightHR Exchange discounts and regular company events.

The details

Location: Croydon, next to East Croydon Station. Hybrid: 3 days in the office, 2 from home.

Reports to: Daivik Patel, Chief Operating Officer.

Team: 6 support agents across two desks (Client Service and Driver Support).