Customer Support Team Manager

Who we are…

YOOBIC is an AI-powered frontline employee experience platform. Our mobile app gives business leaders and frontline teams the performance tools they need to communicate, learn, and work—all in one place. With streamlined communications, mobile learning, and digitized task management, YOOBIC drives operational excellence while drastically improving the frontline employee working experience. 350+ companies around the world including MattressFirm, Michaels, GameStop, Lacoste, Lidl, Boots, Peloton, Pret, Puma, and Vans trust YOOBIC to improve operational consistency and agility, get real-time visibility into multi-location business execution, and improve customer experience. To learn more about YOOBIC, visit www.yoobic.com or follow us on LinkedIn.

What we need…

We’re seeking a Customer Support Team Manager to lead our dynamic and global Customer Support team. Based in London, you’ll play a critical role in ensuring exceptional customer experiences by managing, coaching, and enabling a team of Technical Customer Support Specialists. Your focus will be on creating a proactive, customer-focused culture while driving operational excellence and continuous improvement.

If you thrive in fast-paced environments, are passionate about leadership, and have a deep commitment to customer satisfaction, this is the role for you!

What you'll do…

• Lead and Manage the Support Team:

  • Provide leadership, coaching, and professional development for the Customer Support team.

  • Oversee daily operations, including workload management, ticket prioritization, and ensuring SLAs are met or exceeded.

• Drive Customer Retention and Satisfaction:

  • Act as the customer advocate by ensuring support processes prioritize a seamless and exceptional customer experience.

  • Analyze trends in customer queries to identify recurring issues and collaborate with cross-functional teams on solutions.

• Operational Excellence:

  • Implement and optimize tools, processes, and workflows for efficiency and scalability.

  • Monitor team performance through metrics, reporting, and feedback to drive continuous improvement.

• Collaboration Across Teams:

  • Work closely with Product, QA, Customer Success, and Customer Implementation teams to ensure swift resolution of technical issues.

  • Advocate for customer needs and partner with other teams to address bugs and enhance the YOOBIC platform.

• Mentorship and Development:

  • Lead onboarding, training, and upskilling initiatives for Customer Support team members.

  • Foster a culture of innovation, problem-solving, and proactive engagement within the team.

• Strategic Contributions:

  • Identify opportunities for enhancing the overall support offering.

  • Provide input into YOOBIC’s customer success strategies, leveraging feedback and insights from support interactions.

What you have...

• Proven experience managing customer support or technical support teams, preferably within SaaS or technology environments.

• A strong customer-first mindset with a passion for delivering world-class service.

• Excellent communication and leadership skills, with the ability to inspire and motivate a team.

• Technical acumen, including a solid understanding of SaaS architecture, SQL, APIs, and troubleshooting tools like browser dev tools would be a nice to have

• Experience implementing and managing ticketing systems such as Jira or Zendesk.

• Exceptional organizational and problem-solving abilities, with a focus on operational efficiency.

• Strong English language skills are required. French would be a plus.

We’d be particularly excited if you have…

• Knowledge of AI, Image Recognition, or Machine Learning features.

• Experience working in a scale-up environment or leading a distributed team.

What we offer…

• Competitive salary and benefits package.

• 33 days annual leave (including bank holidays).

• Vitality medical coverage, Simplyhealth cash plan, and enhanced mental health coverage.

• Pension scheme and comprehensive insurance coverage.

• Parental leave, gym discounts, and access to wellness programs.

• Regular training, coaching, and development opportunities.

• A collaborative, innovative culture with team events, social gatherings, and more.

At YOOBIC, we are committed to fostering an inclusive workplace. If you require accommodations during the recruitment process, please let us know.

Join Us!

Help us revolutionize the way frontline teams work and achieve success. Apply today to become part of the YOOBIC family!