ashby
Customer Support Manager
tem
Remote, GBR
Full-time
Entry · 2+ years experience
Remote
Discovered 2 weeks ago
WhatsApp
Free
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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.
- Benefits & Perks
- Salary aligned to internal benchmarks and reviewed twice a year.
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