The Role

We are recruiting an experienced Customer Support Manager to lead our growing Customer Support team, based at our Stirling office.

In this key role, you’ll drive a high-performing, customer-focused culture and ensure we deliver an exceptional experience that truly delights our customers across our expanding portfolio of products.

You’ll bring strong leadership, coaching, and best practices to build a scalable support function whilst driving continuous improvement in processes and customer experience.

The ideal candidate will have a passion for customer service and technology, strong people management skills and a proven ability to lead teams in fast-paced environments. We’re looking for a collaborative leader with a positive, can-do attitude who thrives on problem-solving and delivering exceptional results.

Key responsibilities

• Lead and develop a high-performing, scalable Customer Support function, fostering a customer-focused culture that consistently delivers exceptional service
• Driving performance and scalability through process evolution looking at AI and tooling
• Hold regular one-to-one and team meetings to coach, develop and maintain high levels of engagement and performance
• Implement strategies to improve quality, efficiency and scalability of the support function
• Day to day line management of the team, including monitoring KPIs, conducting quarterly performance reviews and managing absence in line with company policies
• Act as the primary escalation point for complex customer issues, ensuring timely, high-quality resolution and clear communication throughout the process
• Collaborate with the People team to manage hiring activities and lead the smooth onboarding and training of all new hires

Our Brand Values

• We are powered by our people
• We delight our customers
• We make it happen
• We are always learning
• We are One Team

Knowledge & Skills:

• 5+ years of experience in a Customer Support leadership role is essential, with a proven ability to coach, develop and inspire high-performing teams
• Experience working with CRM tools including Salesforce and Service Now is highly desirable
• Experience in process improvement and change management
• Experienced in data analysis and reporting across metrics such as CSAT, NPS & SLAs