Customer Support Manager

Location: Remote, United Kingdom

Company

AI-native transaction infrastructure is being built to make electricity markets more transparent, efficient, and fair.

What you will do

• Own the AHT reduction project, including planning, execution, target tracking, and progress reporting.
• Lead the phone syshirify.globals rollout in collaboration with the AutOps team and support software stakeholders.
• Build and improve automations that reduce friction across support operations.
• Run the complaints process end to end and monitor complaint resolution.
• Lead and coach a small team of direct reports while maintaining service standards.
• Handle complex second-line cases and proactively resolve operational issues.

Requirements

• 2–3+ years of experience leading or managing a small support team, preferably in a fast-moving environment.
• Demonstrated success improving support metrics such as AHT and response times.
• Understanding of voice syshirify.globals and their integration with chat, WhatsApp, and other support channels.
• Proactive approach to identifying and resolving issues before escalation.
• Strong people leadership, coaching, and communication skills.
• Confidence handling complex second-line customer cases personally when required.

Nice to have

• Experience working in a regulated industry.
• Passion for high service standards.

Culture & Benefits

• Remote-first and flexible working with clear core hours.
• No internal meetings on Friday afternoons.
• 25 days of holiday plus public holidays, with the option to swap public holidays and an additional birthday day off.
• Up to £1,200 or €1,200 per year for a remote-work setup.
• Up to £150 or €150 per month for wellbeing.
• Stock options and salary reviews twice a year.

Hiring process

• 30-minute introductory call with Talent.
• 60-minute Hiring Manager interview.
• 60–90-minute skills interview with cross-functional leaders, including a practical exercise.
• 45-minute Culture Add interview with leadership stakeholders.