Customer Support Manager

Location: Onsite in the central Bristol, UK office; availability to work some weekends and bank holidays during the season.

Company

hirify.global is a growing UK ski holiday operator helping customers discover and book flexible mountain holidays.

What you will do

• Own the customer experience from booking through the trip and post-trip support across phone, WhatsApp, email, and live chat.
• Lead approximately 25 people across four teams, including the UK support function and seasonal follow-the-sun teams covering Far East Asia and the Americas.
• Build staffing plans, coverage models, time-zone handovers, seasonal ramp-up, onboarding, and continuous training.
• Own the Duty Manager rota and personally cover shifts when required.
• Lead high-stakes customer decisions and disruption response involving weather, roads, suppliers, financial exposure, or reputational risk.
• Improve support tooling, workflows, automation, AI adoption, reporting, CSAT, NPS, response times, resolution times, and productivity.

Requirements

• 3+ years of customer service or customer support leadership experience in a B2C environment.
• Experience managing multi-layer teams, including team leads; geographically distributed or global time-zone coverage experience is preferred.
• Experience building accountability and performance systems, escalation frameworks, QA systems, knowledge bases, and SLAs.
• Hands-on experience implementing and scaling ticketing platforms, workflows, automation, and reporting; Intercom or Zendesk experience is advantageous.
• Strong judgement in customer-facing decisions involving financial exposure, precedent, or reputational risk, with a data-driven approach to CSAT, NPS, resolution times, and productivity.
• Fluent English, strong direct communication, and the ability to lead through pressure, ambiguity, and peak-season intensity.

Nice to have

• Skiing or an outdoors-focused background.
• Experience in travel, marketplaces, or operationally complex consumer products.
• Experience supporting global customers in real time or operating a follow-the-sun/offshore support model.
• Additional languages alongside fluent English.
• Familiarity with Salesforce or Customer.io.

Culture & Benefits

• 33 days of paid annual leave including bank holidays, plus four paid “me days”.
• Salary sacrifice pension scheme, health insurance, and enhanced parental leave.
• hirify.global holiday credit and additional holiday discounts.
• Company social calendar, including a summer party, end-of-term conference, and a budget for team celebrations.
• Inclusive hiring practices and an emphasis on customer-centric decision-making.

Hiring process

• 30-minute screening call.
• 45–60-minute behavioural interview.
• 90-minute onsite interview with preset questions and a task.
• 30-minute culture-add interview with the co-founders.