Customer Support Manager

Job Title: Customer Support Manager [6 month contract]

Location: Hybrid / Remote

Reports To: Network Operations Manager

We are seeking a proactive and customer-focused Customer Support Manager to manage the customer support for our B2B clients across the Voltempo EV charging network. This role will focus on pro-actively managing our network to ensure that we achieve 99% uptime. Day-to-day will involve managing remote customer support teams, onboarding new clients, managing KPIs, and building the new processes of the customer support team.

From the start building new processes and systems will be a focus The ideal candidate will have some experience in customer support within a technology or infrastructure environment. You will be at the intersection of operations, sales, and technical support acting as the primary point of contact for our commercial clients and ensuring they maximise the benefit of our EV charging solutions.

• Onboard new commercial customer helping them to setup their chargers and vehicles, familiarisation with the platform, and co-ordinating with internal teams.
• Proactively monitor account health, usage data, and charging network performance to identify risks and opportunities before they escalat e e.g. EV charger disconnections.
• Build the customer support ticketing to improve efficiency including developing macros, automated workflows, and customer self-service options.
• Develop a connected customer support system that uses automation and AI to improve the customer experience.
• Act as the internal voice of the customer relaying feedback to the product, engineering, and operations teams to drive continuous improvement.
• Coordinate with the maintenance team to ensure timely resolution of site issues, faults, and service requests affecting B2B clients.
• Develop and maintain client-facing documentation including onboarding guides, FAQs, and reporting templates.
• Manage escalations effectively, owning the communication with the client while coordinating internal resolution.
• Support the Network Operations Manager who is the relationship owner for the B2B charging clients.
• Providing reporting for each client on their network KPIs and SLAs on a monthly basis in the network update packs.
• Support the Network Operations Manager to onboard and manage an external agency to provider 24 hours coverage for customers.

• Minimum 2 years of experience in a customer support, account management, or client services role within a B2B environment.
• Demonstrable track record of managing customer support for B2B clients.
• Proficiency with customer service ticketing platforms (e.g. JIRA/Zendesk).
• Ability to interpret data and translate reporting into clear, actionable insights for clients.
• Highly organised with the ability to manage multiple accounts and competing priorities simultaneously.

• Experience in the EV, energy, utilities, fleet, or infrastructure sectors.
• Familiarity with EV charging technology, OCPP, or charge point management platforms.
• Experience working with fleet operators or logistics businesses.
• Exposure to technical products or services requiring client education and adoption support.
• Knowledge of AI tools (LLMs e.g. ChatGPT), no-code automation, API integrations helpful.
• Previous experience in a high-growth startup or scale-up environment.
• Customer Obsession:
  Puts the client experience at the centre of every decision; builds trust through consistency, responsiveness, and follow-through.
• Startup Mindset:
  Comfortable operating in ambiguous, fast-changing environments; takes initiative to build processes rather than waiting for them to exist.
• Pro-active Attitude:
  Consistently
• Problem Solving:
  Investigates root causes, coordinates across teams, and owns issues through to resolution without dropping the thread.
• Collaboration:
  
  Builds strong working relationships across operations, engineering, and sales to deliver seamless client experiences.

• Hybrid 2 days per week or option for fully remote role 5 days per week (with check in days in office at most monthly).
• Monday to Friday 8:30am to 5pm
• Initial 6 month contract with opportunity for extension or promotion into a different role.