Customer Support Manager - Manager Jobs in Edinburgh, Scotland

Job Description

About the Customer Support Manager Jobs in Edinburgh, Scotland

Edinburgh

• Are you curious, excited by experimentation and always looking for a better way of doing things?
• Do you want to keep learning and developing whilst getting hands-on, payment-building experience?
• Do you want to have the opportunity to work in a high-growth environment with a fast-paced and collaborative culture where you will work with some fantastic clients and partners?

If so, we would love to hear from you!

We are looking to hire high-energy, and value-adding talent to join Modulr, the fastest growing payments business in the UK and Europe, to to retain and develop strong and long-lasting relationships with our clients and partners.
 

About The Edinburgh Customer Support Manager Role And Team

The Customer Support team’s mission is to provide our customers with exceptional service that helps retain and grow our relationship with them. The Customer Support Manager leads the team by example, ensuring that our services are delivered to the highest standards by working closely with the product team and other internal stakeholders to evolve our offering to meet the dynamic needs of the market.

Key Responsibilities for Edinburgh Customer Support Manager

Team Leadership:

• Lead, mentor, and manage a team of customer support representatives.
• Foster a positive and collaborative team environment.
• Conduct regular performance reviews, providing timely feedback and regular coaching.

Customer Support Operations:

• Lead daily customer support operations to ensure timely and effective customer inquiries and issues resolution.
• Develop and implement customer support policies, procedures, and standards.
• Monitor and analyse support metrics to drive continuous improvement.

Customer Satisfaction:

• Ensure high levels of customer satisfaction by delivering exceptional support experiences.
• Implement customer feedback mechanisms to gather insights and drive improvements.
• Address regulated complaints in a compliant manner that delivers the best outcomes for our customers and Modulr.

Training and Development:

• Develop training programs and materials for new employees and ongoing team development.
• Stay updated on industry trends and product knowledge to ensure the team is well-informed.

Collaboration

• Collaborate with cross-functional teams, including Product, Sales, and Engineering, to address customer needs and feedback.
• Participate in product development discussions, advocating for customer-centric solutions.

Reporting and Analysis

• Prepare regular reports on support team performance, customer satisfaction, and key support metrics.
• Use data-driven insights to make informed decisions and recommend process improvements.

About Customer Support Manager jobs for You

• At least three years experience in a Customer Support/Service managerial role, preferably within the technical or financial services.
• Proven leadership and management skills, with the ability to motivate and inspire a team to achieve goals and targets.
• Excellent communication skills, both written and verbal.
• Experience of operating in a regulated industry with responsibility for complaint handling.
• Exceptional organisational and problem-solving skills, with a focus on delivering results and driving continuous improvement.
• Familiarity with customer support software and tools, including CRM systems and ticketing platforms.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• A bachelor’s degree in business, technology, or a related field is advantageous but not essential.