Customer Support Manager/Head of Support

This is a great opportunity to work for an established and fast growing business, where you will have the opportunity to develop a worthwhile career.

The company are experiencing significant growth and this will create genuine opportunities to develop the role further.

They are looking for an experienced Customer Support Manager to work alongside the existing management team to further capitalise on their explosive growth over the last few years. The role offers a genuine opportunity to develop into Head of Support within a short period of time for those wishing to grow their career.

Role Overview

We are looking for an experienced Customer Support Manager/Head of Support to lead and develop our customer support function in a fast-growing online marketplace. You will be responsible for delivering an excellent, fair, and transparent experience for both consumers and service providers, while ensuring compliance with UK consumer protection law and CMA guidance for online platforms.

This role combines people leadership, operational excellence, customer advocacy, and regulatory awareness, with a strong focus on complaints handling, trust, and continuous improvement.

Key Responsibilities

Team Leadership & Performance

• Lead, coach, and motivate a customer support team
• Embed a customer happiness and success mindset and meet operational KPIs
• Set clear performance targets and KPIs
• Conduct regular 1:1s, performance reviews, and training sessions
• Foster a customer-first, compliant, and solutions driven culture.

Customer Experience, Success & Operations

• Oversee day-to-day customer support operations across online tickets and phone
• Ensure fast, fair, and consistent resolution of customer and member issues
• Act as an escalation point for complex complaints, disputes, and sensitive cases
• Maintain high standards of professionalism, transparency, and accuracy in all customer communications whilst identifying opportunities to improve customer satisfaction, retention and trust
• Proactively identify opportunities to improve customer satisfaction, retention and trust
• Ensure customer communications are clear and outcome focused

Customer Success & Happiness

• Champion customer success and long term satisfaction across the platform
• Support customer onboarding and education to help members generate the best return from the platform
• Own and improve customer satisfaction metrics

Complaints, Trust & Safety

• Manage formal complaints and dispute resolution between customers and members
• Ensure complaints are handled fairly, consistently, and within defined timescales
• Develop a smoother process for dealing with complaints
• Identify trends relating to poor service, misrepresentation, or customer detriment

CMA Compliance & Fair Trading Responsibilities

• Support compliance with CMA guidance on online platforms, reviews, and consumer transparency
• Use complaint data and customer insight to identify systemic issues that may pose regulatory or reputational risk

Process Improvement & Reporting

• Review and improve support processes, workflows, and knowledge bases
• Use data, complaints insight, and customer feedback to drive service improvements
• Produce regular performance, complaints, and risk reports
• Support the rollout of new tools, features, or policies impacting customer support

Cross-Functional Collaboration

• Work closely with the Marketing and Sales teams to represent the voice of the customer
• Contribute to platform improvements that reduce customer friction and regulatory risk
• Support launches, incidents, and peak-demand planning

Skills & Experience

Essential

Proven experience in a Customer Support Manager / Customer Service Manager / Complaints Manager role.

Experience in an online marketplace, SaaS, e-commerce.

Strong people management and coaching skills

Excellent complaint handling and conflict resolution abilities

Strong written and verbal communication skills

Desirable

Experience working with CMA guidance or regulatory compliance

Experience with two-sided platforms (consumers & service providers)

Knowledge of complaints escalation frameworks and dispute resolution

Understanding of UK consumer protection and fair trading principles

Experience with CRM and support tools (e.g. Slack and Aircall)

This is a great opportunity to work for an established and fast growing business, where you will have the opportunity to develop a worthwhile career.

The company are experiencing significant growth and this will create genuine opportunities to develop the role further.