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
Canary Care is 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.
The goal is to provide the most effective Activity Monitoring System on the market, supporting improved outcomes, risk reduction, resource optimisation, and enabling people to remain independent for longer.
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 hands‑on, process‑focused role ensures customers receive fast, effective, and empathetic help whenever they need it. You’ll manage ticket workflows, maintain service levels, and ensure every interaction increases trust in the Canary Care brand, working closely with engineering, customer success and operations.
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 may involve access to sensitive information, requiring enhanced security vetting.
The Important Things!
- Bonus Scheme – business element and core values: Smart, Fairness, Sustainability
- Skills Development – career growth opportunities
- Giveaways – regular competitions to win tickets to shows and sporting arenas
- Time off – 25 days annual leave plus bank holidays
- Wellbeing App – access to Unmind for mental wellbeing
- Health care scheme – cashback for dental, eye care, and treatments
- Employee Assistance Programme – 24/7 GP line, counselling, legal and financial advice
- Exclusive packages – discounted home Sky TV and broadband
- Giving back – paid volunteering day every year
- Death in service – twice your annual salary
- Pension – 4% employer contribution when you contribute 5%
Our employees, just like our customers, come from all walks of life. We champion diversity, inspire an inclusive culture, and enable an environment where you can be your authentic self.
#J-18808-Ljbffr…