Customer Support Manager​/Head

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.

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.

• 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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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)