First Line Support Manager - Canary Care

Job Title: First Line Support Manager

Location: Winchester with a minimum of 3 days on-site

Salary: £33,000 and a discretionary bonus

We’re Canary Care, a small but mighty Technology for Care business empowering families and care providers to deliver safer, more proactive, and more efficient support that helps people live independently with our smart home monitoring solution.

Our system uses a range of discreet, non‑intrusive wireless sensors that monitor key patterns such as movement, door activity, temperature, light levels, and daily routines without cameras or microphones.

With families living further apart, and pressures on the care sector continuing to rise, our goal is to provide the most effective Activity Monitoring System on the market, one that supports improving outcomes, reducing risk, optimising resources, and enabling people to remain independent for longer.

The Canary Care system helps families and professional care teams make confident, evidence‑based decisions. It removes guesswork, highlights change in behaviour and provides reassurance when everything is stable, while also identifying where additional support may be needed.

By bridging the gap between reactive and proactive care, we help providers deliver safer, more person‑centred care at scale.

What Does This Role Involve?

As a First Line Support Manager you will elevate the customer support experience across both software and hardware products.

This is a hands‑on, process‑focused role that ensures customers receive fast, effective, and empathetic help whenever they need it.

You’ll be the heartbeat of our support function, managing ticket workflows, maintaining service levels and ensuring every interaction increases trust in the Canary Care brand.

You’ll work closely with internal teams including engineering, customer success and operations as a key part in maintaining stability, consistency, and high‑quality service during a pivotal moment for the business.

What You’ll Be Doing

• Oversee and optimise first‑line support workflows to ensure fast, accurate, and empathetic responses
• Maintain and improve service levels, ensuring customers feel supported and informed
• Act as the central coordination point for escalations, incidents, and cross‑team communication
• Work closely with engineering and product teams to ensure customer feedback drives continuous improvement
• Provide clarity on ticket priorities and what’s “live” across the support landscape
• Help shape support processes, documentation, and best practices

Who Are We Looking For?

You will have experience working within a customer support, service desk, or technical support environment, with a strong understanding of ticketing systems, workflows, and service level management.

Your excellent communication skills will allow you to translate technical issues into clear language, and bring a calm, structured approach to incident coordination and escalation handling.

You’ll have genuine passion for improving processes and delivering exceptional customer experiences, along with the ability to collaborate effectively across internal teams.

Your role might involve having access to some sensitive information, so you’ll most likely need to go through some enhanced security vetting.

Our employees, just like our customers come from all walks of life, and we’re fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self.

The Important Things! (FYI Benefits available from your first day!)

• Bonus Scheme – made up of a business element and demonstrating our three core values, Smart, Fairness and Sustainability.
• Skills Development – we want our staff to build up and grow their careers with us. To help with this we offer training to help you achieve your goals.
• Giveaways! – we run regular competitions to win tickets to shows across the country at our sponsored arenas, which include Cardiff, Sheffield, Newcastle and Birmingham! As well as access to tickets at various sporting arenas in the UK, including cricket at the Utilita Bowl!
• Time off – we all need time to recharge our batteries. Our staff have 25 days annual leave plus bank holidays to help make this happen.
• Wellbeing App – your wellbeing is very important to us, we provide access to you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing.
• Health care scheme – we know taking care of yourself costs. So, we partner with BHSF on a cashback scheme that provides money back on services such as dental, eye care and treatments including MRI scans and diagnostics health consultations. This can also be enhanced to cover your partner and children.
• Employee Assistance Programme – giving you access to a dedicated GP line making aGP appointment quicker, counselling support, legal and financial advice 24/7 365 days a year.
• Exclusive packages – we have access to a range of discounted offers for home Sky TV and broadband packages.
• Giving back - we offer all our staff a paid volunteering day every year to give back to the community. Plus, the chance to be involved in various fund-raising opportunities.
• Death in service – we pay twice your annual salary to your designated next of kin, so they don’t have to worry about costs at such a distressing time.
• Pension – Saving for retirement is essential; we contribute 4% of your salary when you contribute 5%.

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