Customer Support Manager Job at Trostan Dene (Rossendale)

Manager, Customer Support

Intercom is the AI Customer Service company on a mission to help businesses prov...

Location

Ireland , Dublin

Salary:

Not provided

Intercom

Expiration Date

Until further notice

Requirements

4+ years experience working in a customer support/service capacity - SaaS or technology company highly desired
Minimum of 3 year experience in a role where you directly led and managed a team of people and built a strong team culture
Strong communication / writing skills and interpersonal skills. You will be leading and collaborating with your global peers async most of the time
Previous experience managing a team to metrics, hosting regular 1:1s, performance reviews, performance improvement plans and running team meetings
Customer focus - you obsess over the customer experience and proven track record of building customer obsession into customer interactions, processes, and culture
Comprehensive knowledge of and interest in the technology industry
Ability to recognize patterns in data and provide recommendations based on those patterns
A sense of optimism, flexibility, resilience, grit, and creativity

Job Responsibility

People management - Onboard, develop, coach, and lead a team of ~10 inboxing teammates. Promote a team culture of belonging and of owners and problem solvers
Culture - Motivate and ensure the CS team is deeply aligned and committed to Intercom’s strategy, vision, and core values
CS results - Be responsible for and drive first response times and customer satisfaction within your team and across the CS organization
Building - Identify, create solutions, and execute on workflows and projects to achieve CS Org goals and deliver a remarkable customer experience. This is start up environment and we’re constantly testing and learning new things
Cross-functional projects - partner with marketing & sales, and R&D as the voice of CS and our customers
Process - Develop and improve our processes and policies to drive simplicity and results

What we offer

Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews - we reward great work!
Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard, but we also offer Windows for certain roles when needed

Fulltime

Manager, Customer Support

As the Manager, Customer Support, you'll lead the leads—managing 3-5 offshore te...

Location

United States

Salary:

118200.00 - 139440.00 USD / Year

Babylist

Expiration Date

Until further notice

Requirements

5+ years of people management experience with at least 3+ years managing manager-level direct reports (team leads, supervisors, or shift managers) in customer support, service operations, or similar user-facing teams, ideally in a tech-forward or high-growth environment
Experience managing offshore teams in the Philippines or similar Asia-Pacific markets required, including managing teams working US business hours across significant time zones with cultural awareness and strong remote leadership practices
Available for flexible hours including early morning shift coverage, sometimes starting as early as 6am for team meetings, handoffs, and operational support
Proven operator who has owned team performance, designed workflows, and improved processes using data and user feedback
Experienced working with Zendesk for daily operations and using data visualization tools (Sigma, Tableau, or Looker) to monitor performance, analyze trends, and inform decision-making
Strong pattern recognition skills—able to identify recurring operational issues from support data, connect them to broader trends, and translate insights into actionable recommendations for product, marketing, and cross-functional teams
Skilled at guiding teams through significant change—new tools, new processes, new expectations—with clarity, empathy, and structured change management
Experienced at building mechanisms to track KPIs (CSAT, SLAs, productivity, cost per contact), measure user satisfaction, and drive continuous improvement
Clear communicator who provides context, sets expectations, and delivers direct, actionable feedback to managers and team members
Hands-on leader who can flex across levels: coaching individual contributors, developing leads, running daily operations, and contributing to cross-functional strategy

Job Responsibility

Lead and develop a team of 3-5 offshore customer support leads (manager-level reports) who oversee chat and email support operations across distributed teams
Provide early morning shift coverage and leadership presence, ensuring smooth handoffs and operational continuity across time zones
Establish clear expectations, KPIs (e.g., CSAT, first reply and resolution SLAs, productivity), and operating rhythms that improve team performance and user satisfaction
Build and maintain mechanisms that track key metrics, surface issues early, and support continuous improvement across processes and workflows
Identify patterns from day-to-day operations and user feedback, translating them into insights and recommendations for product, marketing, supply chain, and operations teams
Guide the thoughtful adoption of AI and automation, including creation and maintenance of knowledge systems and SOPs for both human agents and AI copilots
Partner with Product, Engineering, and Operations to escalate issues, share insights, and ensure support feedback shapes product and experience improvements
Own capacity planning, scheduling, and resource allocation to ensure coverage and performance during periods of rapid growth
Coach and develop support specialists and leads, creating accountability systems and growth paths that raise overall team capability
Champion the voice of the customer by surfacing trends, insights, and actionable feedback that inform product and business decisions

What we offer

Competitive salary with equity and bonus opportunities
Company-paid medical, dental, and vision insurance
Retirement savings plan with company matching and flexible spending accounts
Generous paid parental leave and PTO
Remote work stipend to set up your office
Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

Fulltime

Customer Support Manager

We are currently recruiting an exciting opportunity on our direct client team. Y...

Location

United Kingdom , London

Salary:

33000.00 GBP / Year

Transact

Expiration Date

Until further notice

Requirements

Client facing experience within financial services
Commitment to provide excellent customer service
Attuned to diverse client needs and capable of adapting approach accordingly
High degree of accuracy and close attention to detail
Understanding of some of the key financial products and wrappers that we work with

Job Responsibility

Answering calls and live chats from clients promptly, providing them with high quality service
Aiming to supply all the information needed on the first contact efficiently and accurately
Being alert to fraud attempts and taking care to safeguard our client’s investments and data
Identifying and registering vulnerable clients to ensure appropriate support and oversight
Being aware of and sensitive to different client’s needs and adapting approach accordingly
Always look for ways to improve our service, reduce errors and individual or team efficiency

What we offer

Company discretionary bonus
Excellent pension contributions
Attractive staff share scheme
BUPA health insurance
Buying and selling of annual leave
Sponsorship of relevant professional qualifications

Fulltime

Senior Manager, Customer Support

Lead our Customer Support department with the goal of driving successful outcome...

Location

United States , Houston

Salary:

Not provided

Tekmetric

Expiration Date

Until further notice

Requirements

5+ years of experience in a leadership role overseeing customer support, preferably in a SaaS environment
Expertise in customer service operations, processes, and infrastructure in support
Experience in addressing customer needs by leveraging AI tools
Ability to gain deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
Prior success in establishing and analyzing business processes that drove higher business operational efficiencies and customer satisfaction
Experience successfully recruiting, building, training, and promoting world class teammates
Excellent collaboration skills and team focus
Clear understanding of core drivers of Customer Success
Candidates must be local to Houston

Job Responsibility

Maintain best in class SLA’s for customer support communication channels, including phone, chat, and email
Establish quarterly strategy and corresponding KPIs, prioritize work and monitor team performance
Drive operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score) and with less resources
Manage critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships
Gather results, analysis, quality control metrics, client feedback, questions, audit results and other forms of output in order to monitor, manage and implement additional training and support services as required to ensure the highest quality of services to the customer
Work collaboratively with internal stakeholders such as product, sales, and other departments along with external partners to build customer success programs for new product offerings
Partner cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget
Lead collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved

What we offer

Flexibility of remote work
Competitive base salaries
Generous Paid Time Off
Paid maternity, parental bonding, and medical leave
Comprehensive health benefits (Medical, Dental, Vision, and Prescription coverage)
Free, confidential counseling through partnership with BetterHelp
401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
Life and Accidental Death & Dismemberment (AD&D) Insurance
Up to $60/month toward fitness, mental health, or wellness

Fulltime

Manager, Customer Support

As a Manager of Customer Support, you’ll be a vital leader within the Customer S...

Location

United States , Oakland

Salary:

123000.00 - 156000.00 USD / Year

Everlaw

Expiration Date

Until further notice

Requirements

At least 2 years of experience in a customer support leadership or people management role
Experience in defining and driving customer support metrics, with a focus on improving key operational targets like response times
Ability to partner with customers to understand requirements and develop proactive support strategies
Experience working effectively with Sales and Customer Success organizations to ensure a streamlined and exceptional customer experience
Strong collaborator, especially when developing new processes or implementing new support tools and technologies
Strong leadership skills, including being engaging, motivating, customer-centric, and self-aware
Excellent written and spoken communication skills, coupled with strong critical thinking and problem-solving abilities
Authorized to work in the United States without restrictions

Job Responsibility

Lead and manage a team of Customer Support Specialists providing real-time support to Everlaw clients via phone and email
Oversee the day-to-day operations of the team, including managing queue schedules and ensuring adequate coverage for timely customer responses
Conduct routine one-on-ones with direct reports and hold quarterly development meetings to set goals and build career pathways
Develop strong client relationships to understand support needs and ensure the team's structure and delivery align with customer requirements
Identify, track, and meet key client experience metrics, such as first response time, requester wait time, and customer satisfaction (CSAT) scores
Review and act on customer feedback gathered from CSAT surveys
Collaborate with Customer Experience Operations to design and implement enhanced processes for an industry-leading customer experience
Partner with clients, Sales, and Customer Success as needed to effectively drive the resolution of client escalations
Cultivate a strong working relationship with the Engineering and Product teams to influence and drive product improvements based on support insights

What we offer

Medical, dental, and vision
Flexible Spending Accounts for health and dependent care expenses
Paid parental leave
Approximately 10 days (80 hours) per year of sick leave
Seventeen paid vacation days plus 11 federal holidays
Membership to Modern Health to help employees prioritize mental health and wellness
Annual allocation for Learning & Development opportunities and applicable professional membership dues
Company-sponsored life and disability insurance
401(k) retirement plan with company matching
Equity program

Fulltime

Customer Support Manager

The role entails overseeing customer service operations, ensuring customer satis...

Location

United States , Upper Chichester

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Proven experience in a Customer Support Manager role for a minimum of 3 years
Proficiency in Account Reconciliation, Accounts Payable (AP), and Accounts Receivable (AR)
Ability to process invoices efficiently
Proficiency in Microsoft Excel
Experience with Oracle and QuickBooks
Familiarity with SAP and Salesforce Configuration
Exceptional customer service skills
Proven track record in sales
Excellent communication and leadership skills
Ability to work in a fast-paced environment

Job Responsibility

Supervise the daily operations of the customer support team to ensure efficiency and customer satisfaction
Train new team members on our customer service policies and best practices
Maintain open lines of communication, acting as the escalation point for complex customer inquiries or complaints
Regularly review customer interactions for quality assurance and identify areas for improvement
Keep the team updated on changes to company products and services
Develop and maintain knowledge-based documents, such as frequently asked questions and procedure manuals
Identify and recommend improvements to our customer service procedures to senior management
Support both internal and external customers as needed
Ensure all customer inquiries and issues are resolved promptly and professionally
Monitor team performance and conduct regular quality control to minimize errors

What we offer

Medical, vision, dental, and life and disability insurance
Eligibility to enroll in company 401(k) plan
Free online training
Competitive compensation

Fulltime

Manager, Technical Customer Support, Cloud

Palo Alto Networks is looking for an experienced enterprise support delivery man...

Location

United States , Santa Clara

Salary:

130200.00 - 210575.00 USD / Year

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

7+ years in technical support
At least 2 years experience in a management OR lead role in a high-touch or white-glove support environment
Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements
Exceptional problem-solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines
Strong understanding of cloud security principles and best practices
Experience with cloud platforms such as AWS, Azure, or GCP
Broad technology experience, including knowledge of Kubernetes concepts such as pods, services, deployments
Working with container runtimes such as docker and containers
Experience with CI/CD processes (Jenkins, Azure DevOps, etc) container environments, security processes, cloud risk and compliance, and public clouds
Expertise in integrating with diverse technologies and vendor solutions such as SSO, SIEM, APIs, Container Registries

Job Responsibility

Lead daily operations of a team of Technical Support Engineers in line with the organizational goals and objectives
Provide customer support as a strategic differentiator for Palo Alto Networks, helping drive customer loyalty, reference ability and repeat business
Ability to achieve the customer satisfaction goals
Ensure that engineers have the resources and processes necessary to ensure success and performance through release cycles
Mature and experienced guidance and direction to the team to deliver on goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition
Provide appropriate technical and soft skills training and mentoring
Ensure training is effectively addressing our goal to create a learning environment and maximizing customer satisfaction levels
Create consistent onboarding training programs are used and delivered effectively
Propagate Goals & Objectives - Set team goals in-line with overall organizational goals. Set specific goals for direct reports
Perform annual reviews of all direct reports - set quarterly goals and provide regular feedback on performance with respect to agreed upon goals

What we offer

restricted stock units
bonus
employee benefits

Fulltime

Customer Support Admin / Account Manager

Are you a natural communicator with a knack for solving problems and a passion f...

Location

United Kingdom , Burgess Hill

Salary:

30000.00 GBP / Year

Office Angels

Expiration Date

Until further notice

Requirements

Excellent communication and problem-solving skills
Ability to multitask and thrive in a fast-paced environment
Previous experience in a customer-facing or logistics admin role
Confident with MS Office tools (Excel, Word, PowerPoint)
A sharp eye for detail and a proactive, can-do attitude

Job Responsibility

Managing and processing customer orders via internal systems and online portals
Coordinating with global teams across warehouse, sales, and quality departments to ensure seamless order fulfilment
Investigating and resolving customer claims and returns with efficiency and care
Keeping a close eye on urgent and complex orders to ensure timely delivery
Assisting demand planning teams with forecasting and order trends
Building strong relationships and keeping clients informed every step of the way

What we offer

Be part of a collaborative, international team
Enjoy the flexibility of hybrid working
Work in a supportive environment where your ideas and contributions matter
Onsite parking makes commuting so much easier
Real opportunity to go permanent and grow your career

Fulltime

Customer Support Manager

Trostan Dene

Location:
United Kingdom , Rossendale

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 22, 2026

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