Customer Support Manager
Core
Own delivery of core support improvement projects including AHT reduction, phone systems rollout, and complaints process management within the Buy team.
Role type
Customer Support Manager (Team Lead)
Builds
Improved support metrics (AHT, response times), automated support workflows, and streamlined complaints resolution.
Domain
Energy technology / AI-native transaction infrastructure
Deliverable
product features
Required skills
Team leadership and coaching, project management for support initiatives, metrics analysis (AHT, first response time, complaint resolution), voice system integration knowledge, multi-channel support experience (chat, WhatsApp), complex case resolution
Preferred skills
Regulated industry experience, passion for high service standards
Technologies
AutOps, voice systems, chat platforms, WhatsApp
Responsibilities
Plan and execute AHT reduction projects, lead phone systems rollout with software teams, manage end-to-end complaints process, coach direct reports to hit targets, resolve complex second-line cases
Seniority
Mid-level, hands-on IC with team management