Support and Community Team Manager

Freelancingforgood; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A progressive mobility company in London seeks a Support and Community Team Manager to lead a team optimizing customer experience. The role demands strong analytical skills, team management experience, and familiarity with customer support tools. Ideal candidates have extensive experience in customer support, leadership, and data analysis, ensuring quality service delivery while fostering team engagement. Applicants can expect a dynamic work environment with a commitment to customer satisfaction.

Qualifications

• Minimum of 3-4 years experience in customer support, at least 1-2 in a manager role.
• Prior experience managing large support teams in fast-growth environments.
• Experience managing remote teams and fostering a positive culture.

Responsibilities

• Manage daily Support & Community operations.
• Oversee team KPIs and ensure communication of updates.
• Create and improve support processes to maintain service standards.

Skills

Customer support experience

Team management

Analytical decision making

Familiarity with tools like Dixa, Sling, Slack

Tools

Dixa

Sling

Slack

Tableau

Google Drive

Job description

Forest Bikes is looking for a Support and Community Team Manager.

Overview:

• Full-time role
• Language: English
• Location: London, UK
• Salary: not applicable
• Applications closing: until filled

Job Description

The Support and Community Team Manager is the eyes and ears of Forest, the person closest to what our riders experience each day. You lead a team of 14 agents and 2 supervisors who work from 8 am to midnight, seven days a week, supported by our 24-hour chatbot that deals with simpler enquiries. Your team handles everything from billing questions and parking complaints to damage reports, app issues and local challenges, giving you a constant view of what riders are dealing with across London.

Each day, you are responsible for checking performance metrics throughout the day, you coach agents, support your supervisors, manage insurance cases and keep an eye on service levels to make sure response times stay on track. You make staffing decisions when needed and focus on the quality of every conversation your team has with riders.

Working with other teams is a major part of the role. You meet regularly with Marketing, Tech, Policy and Operations to explain what riders are saying, to highlight patterns and to help guide conversations about pricing, new features, improvements to operations and even bike design. This is also why the role is based in the office, as it allows quick collaboration, early input and a close feedback loop so the rider’s voice is always represented.

Communication goes both ways. You keep up to date with changes across the business, including new features or pricing updates, and make sure your team and all member-facing pages stay accurate. When something changes, you ensure the FAQs are updated and your team is fully briefed so riders always receive the right information.

Responsibilities

Team Leadership & People Management

• Managedaily Support & Community operations.
• Lead2 supervisors and 14 agents across four shift patterns.
• Overseeholidays, sickness, and overtime.
• Conductweekly 1:1s with direct reports (supervisors) and 1:1s when necessary with the rest of your team.
• Trackteam KPIs and ensure communication of updates and changes.
• Leadhiring, interviews, onboarding, and team engagement for a remote team.

Customer Experience

• Createand improve support processes to maintain high service standards.
• Actas main contact for platform vendors (e.g., Dixa).
• Workwith product, tech, and policy teams to represent customer needs.
• Flag bugs, app issues, and feature requests.
• Measureand report customer impact of operational, product and app changes.

Data Analysis and Reporting

• Analyseperformance data (CSAT, wait/handle times, patterns, trends, refunds).
• Identifystrengths, gaps, and improvement opportunities.
• Forecaststaffing needs and annual costs.
• Providecustomer-impact insights to other teams.
• Monitorfleet performance and service levels.

Incident and Risk Management

• Managehigh-profile customer incidents and escalate when needed.
• Reviewcases and determine outcomes.
• Handleinsurance cases with legal.
• Act as an escalation point during outages and coordinate with tech/external teams.

Role Requirements

• Minimum of 3-4 years experience in customer support, at least 1-2 of which in a manager role.
• Prior experience managing large support teams in fast-growth environments
• Strong analytical decision making skills.
• Comfortable with tools like Dixa, Sling, Slack, Tableau, Google Drive.
• Calmunder pressure during escalations and incidents.
• Experiencemanaging remote teams and fostering a positive culture.

How to apply?

To apply for this role, please fill in the application form.