Customer Support Manager

Role overview

An early-stage HRTech and InsurTech startup in Europe is hiring a Customer Support Manager to join its London team. The company is reshaping employee benefits on a global scale and is already used by several innovative tech businesses across Europe.

This position is central to customer experience, day-to-day operations, and product feedback. It offers real ownership from the start and calls for someone who can both lead and do the work: you will manage and grow support operations for employer and employee users, maintain service quality, and help the function scale as the business expands.

Because the team is still small, the role requires a player-coach mindset — someone comfortable resolving tickets directly while also improving systems, standards, and processes for the future.

What the role involves

• Leading support activity in a hands-on way, including direct ownership of ticket queues and daily multi-channel support across email and chat.
• Designing and improving workflows, support processes, SOPs, and tooling so the support function can scale efficiently.
• Tracking and analysing service metrics such as SLAs and CSAT to raise performance and preserve quality.
• Developing self-help content and quality assurance structures that help deliver consistent support at scale.
• Working closely with Customer Success, Product, and Operations to connect front-line support with wider business priorities.
• Sharing customer feedback and support insights to shape product improvements and reduce recurring issues.

What the company is looking for

The ideal candidate is someone currently in, or very recently in, a dedicated Customer Support role rather than Customer Success, with a strong focus on operational execution. The team is looking for a genuine player-coach who enjoys being active in ticket queues while guiding a small, fast-growing support team.

Applicants should bring several years of direct experience managing ticket queues in a startup setting and be able to show strong results against support metrics, especially SLA and CSAT targets. Background in financial products, regulated environments, or handling complex complaints will be valuable.

Experience building or scaling support operations, including SOPs, workflows, and tools such as Zendesk, Intercom, or HelpScout, is important. The right person should be systems-oriented, proactive, highly customer-focused, and motivated by improving processes and overall customer experience. Comfort with ambiguity and ownership in a small agile team is also essential.

Additional information

Experience in HRTech or InsurTech is considered highly desirable. The business has secured strong backing from major European investors and is expanding quickly across the UK and Europe.

The role is based in London and follows an onsite working arrangement.