Customer Support Manager

Role Overview

This role is responsible for leading, coaching, and motivating a customer service team to deliver best‑in‑class customer satisfaction and performance outcomes. The role focuses on driving high‑quality resolution, managing performance through clear communication and effective coaching, supporting complex customer issues, and embedding a positive, inclusive team culture.

The role also plays a key part in recruitment, operational delivery, workforce management, and continuous improvement, with success measured through customer, colleague, and productivity KPIs.

Key Accountabilities & Decision Ownership

Lead and Inspire Customer‑Facing Teams

• Lead and motivate the customer support team, ensuring regular objective check‑ins and performance evaluations in line with defined standards.
• Provide coaching to team members in real time as well as during structured coaching sessions.
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