Customer Service Manager

The Customer Service Manager role in the Technology industry is ideal for someone with strong organisational and leadership skills. Based in London, this permanent position involves overseeing customer service operations and ensuring the highest level of client satisfaction.

Client Details

The hiring company is a small but very successful and scaling technology company, known for delivering innovative solutions to its clients. They are committed to providing a supportive environment and fostering professional growth for their employees.

Description

Service Operations

• Manage and develop a 3-person service desk handling support for UK, EU and ROW territories for technical support, troubleshooting, warranty and repairs, spares orders, and UK on-site service calls.


• Own and uphold SLA deliverables, ensuring timely, consistent, and high-quality resolution across phone and email channels.


• Act as escalation point for complex technical or commercial issues, maintaining the company's reputation for outstanding service.


• Monitor team workload, prioritise tickets effectively, and maintain visibility across all open cases.

• Build the structure and processes needed to support a growing team as the business scales.


• Lead, coach, and motivate the service desk team, fostering a culture of accountability, continuous improvement, and customer-first thinking.


• Conduct regular one-to-ones, set performance objectives, and support the professional development of each team member.

• Take ownership of the company's AI implementation roadmap within customer service, identifying opportunities to deploy Claude AI for automation, triage, knowledge management, and response efficiency.


• Design and implement workflows and automations that reduce manual effort, improve response times, and free the team to focus on complex, high-value interactions.


• Bring the team on the journey, embedding new tools into everyday practice.

• Report on service performance metrics to the COO, providing insight and recommendations to drive continuous improvement.


• Collaborate cross-functionally with Sales, Operations, and Technical to ensure customer feedback informs business decisions.


• Support the building and maintenance of a successful customer service strategy for the new product

Essential

• Proven experience in a customer service management or team lead role, ideally within a technical, B2B, or product-led environment.


• Demonstrable track record of hitting SLA targets and delivering a high standard of customer satisfaction.


• Strong leadership skills with the ability to motivate a small team and build structure in a growing business.


• Excellent communication skills - clear, professional, and empathetic across both customer-facing and internal interactions.


• A genuine interest in AI tools and process automation, with the appetite to learn, experiment, and implement.


• Organised and detail-oriented, with the ability to balance operational demands alongside longer-term strategic projects.

• Experience working with LLM-based tools (such as Claude, Copilot, or similar) in a professional or project context.


• Background in hardware, electronics, telecommunications, or a technical product environment.


• Familiarity with helpdesk or CRM platforms and experience designing support workflows.


• Experience supporting international customers across UK, EU, and global territories.

£55,000 - £65,000 (depending on the candidate)

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