Overview

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Flexibility has become one of the defining features of successful workplaces. You now have the unique opportunity to join Coople, a pioneer in the world of flexible work and one of the largest players in the flexible staffing sector in Europe. Do you want to make flexible work a rewarding experience for ambitious workers and businesses? Then we are looking for you!

As a Customer Support Manager, you will be responsible for ensuring the highest quality of Level 1 support for both our customers and Cooplers in the UK market. Your leadership will drive operational excellence, team performance, and customer satisfaction.

Responsibilities

• Lead, motivate and manage the UK Customer Support team, ensuring high performance, engagement and professional development.
• Oversee team scheduling and staffing, optimising resources to maintain efficiency.
• Provide continuous coaching and mentorship, driving performance against KPIs and maintaining high CSAT scores.
• Document, refine and automate team processes with the help of AI to enhance efficiency and service quality.
• Provide hands-on support to the team in their daily operations, with increased involvement during peak periods or staff absences to ensure seamless service delivery.
• Gather and relay customer feedback, collaborating with cross-functional teams such as Operations, Commercial, Marketing and Product to improve customer experience.
• Handle compliance escalations, ensuring cases are directed to the appropriate teams.
• Recruit, onboard and train new team members, ensuring a smooth integration into their roles.

Experience and Qualifications

• 1-2 years of team management experience in customer service or a related field.
• Proven customer service experience in a B2B/B2C environment, ideally within a technology-driven business.
• Strong customer orientation, with a track record of meeting and exceeding performance targets.
• Experience using AI to structure and improve workflows.
• Excellent organizational skills with a structured and solution-oriented mindset.
• Strong communication and objection-handling skills.
• Experience with support ticketing systems is a strong plus.
• Knowledge of HR processes is a strong plus.

Work Conditions

• This position is based in our London office (near Old Street Station) in a hybrid setup, with a minimum of two days per week in the office.
• Occasional Saturday/Sunday and bank holiday work is required as needed.

What We Offer

• Stock shares for all employees
• Ongoing training & development opportunities
• Enhanced pension contributions
• Flexible working arrangements
• Free lunch in the office
• A vibrant workspace in the heart of Old Street

Join us and be part of a team that's redefining the future of work!