Job Summary
Referment is partnering with one of Europe’s fastest-growing HRTech / InsurTech startups to hire a Customer Support Manager in London.
This is a rare opportunity to join an early-stage company that’s redefining how employee benefits work globally, already trusted by some of Europe’s most forward‑thinking tech companies.
The role sits at the centre of customer experience, operations, and product, with real ownership from day one. You’ll lead and scale support operations across employer and employee users, focusing on high-volume ticket management, quality standards, and operational excellence as the business grows.
Qualifications
- Currently or very recently in a dedicated Customer Support role with a focus on operational excellence.
- Direct, hands‑on experience managing and handling ticket queues in a high-growth environment.
- Track record of meeting and exceeding support-specific metrics, particularly SLAs and CSAT.
- Experience building or scaling support operations, including SOPs, workflows, and support tooling such as Zendesk, Intercom, or HelpScout.
- Ability to combine strategic thinking with hands‑on execution, prioritising customer resolution over commercial or sales-centric targets.
- Systems-minded, proactive, and highly customer‑centric.
- Passion for improving processes, workflows, and the overall customer experience.
- Excitement for working in ambiguous situations and taking ownership.
Responsibilities
- Managing multi‑channel support operations (email / chat) and overseeing daily ticket queues.
- Building scalable workflows, SOPs, and support tooling to streamline operations.
- Analysing support metrics, specifically SLAs and CSAT, to drive performance improvements.
- Creating self‑service resources and QA frameworks to ensure high‑quality support at scale.
- Partnering closely with Customer Success, Product, and Operations teams to bridge the gap between support and strategy.
- Surfacing customer insights to influence product improvements and reduce support friction.
The business has raised significant backing from leading European investors and is scaling rapidly across the UK and Europe. Experience within the HRTech or InsurTech sectors is highly desirable.
If this sounds like the role for you, apply now to avoid disappointment.
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