Customer Support Manager

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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tem

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

⚡ Energy

🛍️ eCommerce

☁️ SaaS

Energy • eCommerce • SaaS

tem is a company that empowers businesses to save on energy costs by directly purchasing from renewable energy generators. With its innovative RED™ product, tem simplifies the energy procurement process, offering transparency and a streamlined portal for managing contracts, quotes, and billing. The company aims to reduce the expense associated with traditional energy suppliers, enabling clients to cut energy costs by up to 25% while supporting the transition to renewable energy. tem's mission is to create accessible renewable energy solutions for all businesses, promoting sustainability and fair pricing within the energy market.

📋 Description

• Own delivery of the AHT reduction project, planning, running, and reporting progress against targets • Lead the phone systems rollout as a discrete project with the support software and AutOps team • Track support metrics including AHT, first response time, and complaint resolution, flagging risks early • Build and improve automations that remove friction from the support process • Run the complaints process end to end • Lead a small team of direct reports day to day and coach them to hit targets and maintain standards • Handle complex second-line cases personally when needed • Work at pace without compromising quality • Report into the CX lead

🎯 Requirements

• 2–3+ years leading or managing a small support team, ideally in a fast-moving environment • Track record of delivering measurable improvements to support metrics such as AHT and response times • Understanding of how voice systems integrate into a wider channel mix • Experience with other support channels such as chat and WhatsApp • Proactive approach to identifying and solving issues before escalation • Confidence handling complex second-line cases personally when needed • Experience in a regulated industry is a bonus • Passion for high service standards is a bonus • Fluent spoken, read, and written English

🏖️ Benefits

• Stock options so everyone has ownership in our mission • 25 days holiday plus public holidays • Ability to swap public holidays for the ones that matter most to you • Birthday off • Remote first and flexible working • Clear core hours • No internal meetings on Friday afternoons • Up to £1,200 or €1,200 per year for remote setup • Up to £150 or €150 per month for wellbeing • Salary reviewed twice a year