Operations Manager - Customer Support & Process Excellence

Housr; Manchester; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday

Manchester office

Team lunches

Personal development time

Company socials

Job summary

Housr in Manchester is seeking an Operations Manager to lead our Customer Support & Retention team, shaping processes for new product launches and scaling our operations. You will coach the team, leverage data, and drive improvements across the customer journey.

You will own escalations, partner with stakeholders, and ensure fast, accurate responses while building scalable support content and self-service options.

Qualifications

• Experience in operations or customer support, preferably in a fast growing business.
• Ability to coach and develop a team.
• Strong aptitude for process improvement and data-driven decision making.

Responsibilities

• Lead the customer support & retention team with regular coaching.
• Improve customer journey across products with self-service enhancements.
• Ensure SLAs for response, resolution, and CSAT; monitor weekly.
• Launch new products with scalable processes and partner relations.
• Scale processes and handle complex cases and escalations.
• Collaborate with utility partners to resolve issues quickly.

Skills

People leadership

Process design

Data literacy

Tech savvy

Customer support

Job description

Housr in Manchester is seeking an Operations Manager to lead our Customer Support & Retention team, shaping processes for new product launches and scaling our operations. You will coach the team, leverage data, and drive improvements across the customer journey.

You will own escalations, partner with stakeholders, and ensure fast, accurate responses while building scalable support content and self-service options.