Customer Support Manager

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, 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.