Customer Support Team Manager

Coople; London; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading flexible staffing company in London is searching for a Customer Support Manager to optimize team performance and enhance customer satisfaction. The ideal candidate will have experience in team management and customer service, ideally in a tech-driven business. This hybrid position offers stock shares, training opportunities, and a vibrant workspace, with a minimum of two office days per week.

Benefits

Stock shares for all employees

Ongoing training & development opportunities

Enhanced pension contributions

Flexible working arrangements

Free lunch in the office

Qualifications

• 1-2 years of team management experience in customer service or related field.
• Proven customer service experience in a B2B/B2C environment.
• Strong customer orientation with a track record of meeting performance targets.

Responsibilities

• Lead and manage the UK Customer Support team.
• Oversee team scheduling and staffing.
• Drive performance against KPIs and maintain high customer satisfaction scores.

Skills

Team management

Customer service

Communication skills

Analytical skills

Tools

Support ticketing systems

Job description

Overview

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Flexibility has become one of the defining features of successful workplaces. You now have the unique opportunity to join Coople, a pioneer in the world of flexible work and one of the largest players in the flexible staffing sector in Europe. Do you want to make flexible work a rewarding experience for ambitious workers and businesses? Then we are looking for you!

As a Customer Support Manager, you will be responsible for ensuring the highest quality of Level 1 support for both our customers and Cooplers in the UK market. Your leadership will drive operational excellence, team performance, and customer satisfaction.

Responsibilities

• Lead, motivate and manage the UK Customer Support team, ensuring high performance, engagement and professional development.
• Oversee team scheduling and staffing, optimising resources to maintain efficiency.
• Provide continuous coaching and mentorship, driving performance against KPIs and maintaining high CSAT scores.
• Document, refine and automate team processes with the help of AI to enhance efficiency and service quality.
• Provide hands-on support to the team in their daily operations, with increased involvement during peak periods or staff absences to ensure seamless service delivery.
• Gather and relay customer feedback, collaborating with cross-functional teams such as Operations, Commercial, Marketing and Product to improve customer experience.
• Handle compliance escalations, ensuring cases are directed to the appropriate teams.
• Recruit, onboard and train new team members, ensuring a smooth integration into their roles.

Experience and Qualifications

• 1-2 years of team management experience in customer service or a related field.
• Proven customer service experience in a B2B/B2C environment, ideally within a technology-driven business.
• Strong customer orientation, with a track record of meeting and exceeding performance targets.
• Experience using AI to structure and improve workflows.
• Excellent organizational skills with a structured and solution-oriented mindset.
• Strong communication and objection-handling skills.
• Experience with support ticketing systems is a strong plus.
• Knowledge of HR processes is a strong plus.

Work Conditions

• This position is based in our London office (near Old Street Station) in a hybrid setup, with a minimum of two days per week in the office.
• Occasional Saturday/Sunday and bank holiday work is required as needed.

What We Offer

• Stock shares for all employees
• Ongoing training & development opportunities
• Enhanced pension contributions
• Flexible working arrangements
• Free lunch in the office
• A vibrant workspace in the heart of Old Street

Join us and be part of a team that's redefining the future of work!