Job Description

The Role

As Customer Support Team Manager, you’ll be responsible for managing and evolving a multi-tiered, customer-centric support function across two time zones. You’ll be a hands-on leader who thrives on empowering people, driving innovation, and using data to continuously improve the service desk function.


Key Responsibilities

  • Team Leadership & Development Lead, coach, and inspire a high-performing team of 10+ support specialists across UK and NAM.
    Foster a positive, customer-first culture rooted in ownership, empathy, and continuous improvement.
    Recruit, onboard, and develop support talent, creating clear development paths.

  • Service Operations Management Oversee day-to-day operations of a tiered support structure, ensuring SLAs and KPIs are met or exceeded.
    Manage team scheduling, workload distribution, and escalation handling across time zones.

  • Customer Experience & Process I...

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