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Customer Support Manager

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ZINC

15d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Sales & Business Development
  • London

AI generated summary

  • You must coach early-career leaders, analyze platform data, excel in Google Workspace, offer feedback, thrive in fast-paced settings, and lead with empathy and sound judgment.
  • You will coach Team Leads, oversee service metrics, manage escal escalations, improve processes, and collaborate on support strategies to enhance customer and team experiences.

Requirements

  • Experience coaching and growing early-career team leaders and managing performance effectively.
  • Able to interpret and act on platform data: workload forecasting, ticket trends, etc.
  • Comfortable using Excel/Sheets to track KPIs and inform decision-making.
  • Strong proficiency in Google Workspace suite.
  • Able to give feedback, align expectations, and inspire clarity across your team and peers.
  • Thrives in ambiguity and fast-paced environments, especially as team processes evolve.
  • Comfortable figuring things out independently and guiding others to do the same.
  • Leads with empathy, sound judgment, and the ability to tailor your tone and approach.

Responsibilities

  • Coach and develop Team Leads through regular 1:1s, feedback, and leadership support, helping them grow into confident and effective people managers.
  • Ensure pods consistently meet or exceed service metrics by guiding Team Leads in performance tracking, reviews, and continuous improvement.
  • Act as the go-to for complex or sensitive customer escalations, while enabling Team Leads to manage issues independently and learn from them.
  • Identify and implement process improvements that enhance ticket handling, workflow efficiency, and overall service quality.
  • Partner with the VP of Customer to evolve support strategies and champion new tools or ideas that enhance the customer and team experience.

FAQs

What is the employment type for the Customer Support Manager position?

The employment type is Full Time.

Where is the Customer Support Manager position located?

The position is located in London at Zinc.

Who will the Customer Support Manager report to?

The Customer Support Manager will report to Conrad Jones, the Head of Customer Success.

What is the annual compensation for the Customer Support Manager role?

The annual compensation for the Customer Support Manager role is £45,000.

What experience is required for the Customer Support Manager role?

At least 2-3 years of experience in a leadership position within a customer support role is required.

What tools should candidates be familiar with for this position?

Candidates should have a strong proficiency in the Google Workspace suite and experience with Zendesk is desirable.

What are some key responsibilities of the Customer Support Manager?

Key responsibilities include coaching Team Leads, ensuring service metrics are met, managing complex escalations, and implementing process improvements.

What is the company culture like at Zinc?

Zinc is focused on building a world-class customer experience and encourages a collaborative and supportive environment for team development.

Are there any benefits included with the Customer Support Manager position?

Yes, benefits include 24 days holiday plus bank holidays, an annual benefits allowance, remote work options, enhanced family leave, and more.

How does Zinc support professional development?

Zinc offers unlimited access to coaching through MoreHappi and the opportunity to mentor first-time leaders.

What kind of leadership qualities are important for the Customer Support Manager?

Strong leadership qualities such as empathy, emotional intelligence, and sound judgment are vital for this role.

Is there an opportunity to work from anywhere?

Yes, there are 30 days allowed to work from anywhere.

Will the Customer Support Manager have a role in shaping the team culture?

Yes, the Customer Support Manager will play a crucial role in shaping the culture and effectiveness of a predominantly new team.

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ZINC

Zinc builds new companies that solve the developed world’s toughest social issues.

Venture Capital & Private Equity
Industry
11-50
Employees
2017
Founded Year

Mission & Purpose

Zinc is a venture capital firm focused on early-stage investments in mission-driven companies. With a passion for supporting entrepreneurs who are tackling some of the world's most pressing challenges, Zinc provides funding, expertise, and a strong network to help these companies grow and make a positive impact. Their ultimate mission is to drive positive social change by investing in businesses that are addressing key societal issues such as healthcare, education, climate change, and more. Zinc's purpose is to support and empower entrepreneurs who are using innovative solutions to create a better future. By providing capital and strategic guidance, they aim to catalyse the growth and success of mission-driven ventures and contribute to building a more sustainable and inclusive world.