Customer Support Manager

tem; United States; A distancia; USD 65.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Stock options

Remote work

Wellbeing budget

Flexible core hours

Descripción de la vacante

tem is hiring a Customer Support Manager to own strategic delivery of core support improvement projects. You will drive AHT reductions, oversee the phone systems rollout, and manage the end-to-end complaints process while coaching a small team to meet targets and maintain high standards.

Reporting to the CX lead, you will operate in a remote-first environment with flexible core hours, balancing speed with quality and collaborating across channels including chat and WhatsApp.

Formación

• 2-3+ years leading or managing a small support team.
• Track record of delivering measurable improvements to support metrics like AHT and response times.
• Experience with voice systems integration into a multi-channel support environment.
• Proactive problem-solver who drives issues to resolution without waiting to be told.

Responsabilidades

• Own delivery of the AHT reduction project, plan and execute to target.
• Lead the phone systems rollout as a discrete project.
• Run the complaints process end to end.
• Lead a small team of direct reports and coach them to hit targets.

Conocimientos

Team leadership

Support metrics

Voice systems

Proactive problem solving

People management

Herramientas

Phone systems

Chat platforms

WhatsApp

Descripción del empleo

Who We Are:

We are rebuilding the energy transaction, making it transparent and fair.

Our goal is to put power back where it belongs, in the hands of customers and to take on one of the most critical problems of our century, access to low cost electricity.

tem exists to fix a broken global energy market that’s long favoured legacy operators, intermediaries, and opaque pricing. Today’s electricity system was not designed for rapid decarbonisation, AI-driven efficiency or fair access for the actual users - businesses and generators.

We’ve built the first AI native transaction infrastructure to reinvent how electricity is bought, sold and priced. Our technology is designed to cut out the inefficient fees, automate complex market flows, and bring transparency and fairness to energy transactions at scale.

In late 2025, after extraordinary growth, we closed a $75 million Series B - led by Lightspeed Venture Partners with participation from Albion, Atomico, Allianz, Hitachi Ventures, Hitachi Ventures, Schroders Capital and others - positioning us for global expansion, deeper product innovation and category leadership.

We’re scaling internationally and building toward a future where AI-driven infrastructure is foundational to electricity markets worldwide.

Since launch, our modern utility product, known as RED, has already facilitated thousands of business customers and billions in energy transaction value, proving that modern software and AI can transform an industry built on legacy systems.

At tem, we’re not just building another energy company, we’re rearchitecting market infrastructure so that transparency, efficiency and sustainability become the default, not the exception.

The Role

We’re hiring a Customer Support Manager.

This role owns delivery of our core support improvement projects - not the whole function’s strategy, but the specific milestones (AHT reduction, the phone systems rollout, tightening the complaints process) that need someone accountable for getting them done, on time and to a high standard. It sits inside Buy.

You will:

• Own delivery of the AHT reduction project, working to plan and to target.
• Lead the phone systems rollout as a discrete project, working with our support software.
• Run our complaints process end to end.
• Lead a small team of direct reports day to day, coaching them to hit targets and hold our standards.

You will report into the CX lead.

Responsibilities

Delivery & metrics

• Own delivery of the AHT reduction project - plan it, run it, and report on progress against the target.
• Track support metrics closely (AHT, first response time, complaint resolution) and flag risks to hitting them early.
• Spot issues proactively and act on them before they’re flagged, rather than waiting to be told.

Operations & systems

• Lead the phone systems rollout as a project, working closely with our AutOps team.
• Build and improve automations that remove friction from the support process.
• Own and run the complaints process end to end.

People & complex cases

• Lead a small team of direct reports day to day, coaching them to hit targets and connect with the standards we hold.
• Unravel complex second-line cases that need a steady, experienced hand.
• Work at pace, without letting speed compromise quality.

Requirements

Must haves

• 2-3+ years leading or managing a small support team, ideally somewhere fast-moving.
• A track record of delivering measurable improvements to support metrics like AHT, response times, and understanding how voice systems integrate into a wider channel mix, alongside other channel experience such as chat and whatsapp.
• A leader people genuinely want to work for - approachable, connects with the team, pushes them forward.
• Proactive by instinct - finds and solves issues before they’re flagged, rather than waiting for them to be raised.
• Confidence handling complex second-line cases personally when needed.

Bonus points

• Experience in a regulated industry.
• A genuine passion for high service standards.

Benefits & Perks

• Salary aligned to internal benchmarks and reviewed twice a year.
• Stock options so everyone has ownership in our mission.
• 25 days holiday plus public holidays. Swap public holidays for the ones that matter most to you, and enjoy your birthday off.
• Remote first and flexible working, with clear core hours and no internal meetings on Friday afternoons.

Home working and wellbeing budgets:

• Up to £1,200 or €1,200 per year for your remote setup.
• Up to £150 or €150 per month for wellbeing.

Interview Process

We move fast. Most processes take 2 to 3 weeks from first chat to offer. If you need us to adapt anything, let us know.

• Intro call with Talent, 30 minutes.
• Hiring Manager interview, 60 minutes.
• Skills interview with cross-functional leaders, 60 to 90 minutes, including a practical exercise.
• Culture Add interview with leadership stakeholders, 45 minutes.

We welcome applications from people of all backgrounds, experiences, and identities, including those that are traditionally underrepresented in the tech and energy sectors. If you’re excited about this role but not sure you meet every requirement, we’d still love to hear from you. Your unique perspective could be exactly what we’re looking for.