Customer Support Manager - Technology/SaaS

Why Airbox? You’re more likely to love what you do when your work has a purpose, when it makes a real difference to the world, and when it involves protecting lives. At Airbox Systems, it will.

Here’s how:

We are driven by passion and great people who share our enthusiasm for trying to make the world a better, safer place. Our friendly team includes members with backgrounds in military, aviation and law enforcement. Our experience brings first-hand insight into frontline operations in the air and on the ground to enable cutting-edge solutions for improving situational awareness where it matters most.

At Airbox, our values are a big deal and we are proud that they drive our behaviour and culture. These principles and beliefs form a vision and a North Star that define who we are as a company internally and externally with our stakeholders and customers. Whilst we celebrate the diversity of our team members, there are certain values and attributes that we all share. Whatever your background, these are the qualities we’re looking for in the people we hire: Commitment, positive realism, ethics, accountability, humanity, quality, and delight.

Sound like you? Read on!

Job Description:

We’re seeking an experienced Support Team Manager to lead and develop our customer support department. This role offers the opportunity to make a significant impact by implementing your vision and strategies in a growing, dynamic environment.

Key Responsibilities:

• Lead, coach and develop a team of support specialists, establishing clear performance metrics and career paths
• Design and implement support processes, tools and workflows to improve efficiency and customer satisfaction
• Analyse support data to identify trends, recurring issues, and opportunities for product and service improvements
• Partner with Product, Tech, Customer Solutions, Sales and other departments to advocate for customer needs and drive solutions
• Establish and monitor key performance indicators for the Support team
• Develop comprehensive training programs for new and existing team members
• Manage resource planning to ensure appropriate coverage across different channels (and time zones)
• Regular reporting to senior leadership on support metrics, goals, and strategic initiatives

Qualifications

• 5+ years of experience managing customer support teams, preferably in SaaS or technology environments
• Proven track record of building and scaling efficient support organisations
• Strong understanding of support metrics and how to use data to drive improvements
• Experience implementing and optimising support tools and technologies
• Excellent leadership skills with the ability to motivate and develop team members
• Outstanding communication skills, both written and verbal
• Problem-solving mindset with the ability to balance customer satisfaction with business constraints
• Bachelor’s degree or relevant equivalent experience (relevant industry experience preferred)

Ideal Candidate

You’re a support leader who doesn’t just maintain the status quo but thrives on improvement and innovation. You understand what excellence in customer support looks like and are excited about implementing your vision. You’re data-driven but people-focused, with the ability to translate metrics into meaningful action. You’re comfortable making decisions in ambiguous situations and can advocate effectively for both your team and customers.

What We Offer

• The chance to work with a passionate team, enthusiastically collaborating every day to achieve big goals.
• A dynamic, flexible and fun scale-up work environment.
• 26 days of holiday per year plus public holidays.
• Private medical coverage with Bupa in addition to a yearly Wellbeing Allowance.
• Pension scheme, offering up to 6% matching contribution.
• Up to 20 Nomad Working Days per year.
• Personal Development Budget.
• Electric Car Scheme.

Flexible & Hybrid Working Locations:

Work in a way that’s best for you, whether that is in the office… or not.

Work better from home? Not a problem. Prefer the office? Come on down. We have a mandatory in-office Town Hall day each spring and autumn (two days yearly) during which the entire business gets together. When you visit the office, you won’t find rows and rows of desks. You’ll meet colleagues on walking pads, planning sessions over a game of tennis table or grabbing bean bags in our “Quality” collaborative space. We love (and live) our values so much that we named our meeting spaces after them!

You can also flex your working hours to fit your life. Most colleagues work the core 9am to 5pm but feel free to log in as you prefer between 7am and 7pm. Whether you’re fitting in a spin class or finishing the school run, you have the flexibility for whatever matters most. All we ask in return is that you produce great work. But then again, when you’re working with passionate people, the best tends to come out naturally.

A Note for Recruitment Agencies:

We appreciate you but in this instance we will not be reviewing unsolicited CVs. We only accept CV submissions for roles briefed to agencies by our Talent Acquisition team. Please don’t pull the attention of our Support team away from servicing our customers.

If you would like to work with us, please send a message to hr@airboxsystems.com and we’ll get back to you.