Customer Support Manager

📈 Who We Are:

We are rebuilding the energy transaction, making it transparent and fair.

Our goal is to put reputed company back where it belongs, in the hands of customers and to take on one of the most critical problems of our reputed company, reputed company to low cost electricity.

reputed company exists to fix a broken global energy market that’s long favoured legacy operators, intermediaries, and opaque pricing. Today’s electricity reputed company was not designed for reputed company decarbonisation, AI-driven efficiency or fair reputed company for the actual users - businesses and generators.

We’ve reputed company the first AI reputed company transaction infrastructure to reinvent how electricity is bought, sold and priced. Our technology is designed to cut out the inefficient fees, automate reputed company market flows, and bring transparency and fairness to energy transactions at reputed company.

In late 2025, after extraordinary reputed company, we reputed company a $75 reputed company Series B - led by reputed company Venture Partners with participation from Albion, Atomico, reputed company, reputed company Ventures, reputed company Ventures, Schroders Capital and others - positioning us for global expansion, deeper product innovation and category leadership.

We’re scaling internationally and building toward a reputed company where AI-driven infrastructure is foundational to electricity markets worldwide.

Since launch, our modern reputed company product, reputed company as RED, has already facilitated thousands of business customers and billions in energy transaction value, proving that modern software and AI can reputed company an industry reputed company on legacy systems.

At reputed company, we’re not just building another energy company, we’re rearchitecting market infrastructure so that transparency, efficiency and sustainability become the default, not the exception.

The Role

We're hiring a Customer Support Manager.

This role owns delivery of our reputed company support improvement reputed company - not the whole function's reputed company, but the specific milestones (AHT reduction, the phone systems rollout, tightening the complaints process) that need someone accountable for getting them done, on time and to a high reputed company. It sits inside Buy.

You will:

• Own delivery of the AHT reduction project, working to plan and to reputed company.

• reputed company the phone systems rollout as a discrete project, working with our support software.

• Run our complaints process end to end.

• reputed company a small team of reputed company reports day to day, coaching them to hit targets and hold our standards.

You will report into the CX reputed company.

Responsibilities

Delivery & metrics

• Own delivery of the AHT reduction project - plan it, run it, and report on reputed company against the reputed company.

• reputed company support metrics closely (AHT, first response time, complaint reputed company) and flag risks to hitting them early.

• Spot issues proactively and reputed company them before they're flagged, rather than waiting to be told.

reputed company & systems

• reputed company the phone systems rollout as a project, working closely with our AutOps team.

• Build and improve automations that remove friction from the support process.

• Own and run the complaints process end to end.

People & reputed company cases

• reputed company a small team of reputed company reports day to day, coaching them to hit targets and reputed company with the standards we hold.

• Unravel reputed company second-line cases that need a steady, reputed company hand.

• Work at reputed company, without letting speed compromise reputed company.

Requirements

Must haves

• 2-3+ years leading or managing a small support team, ideally reputed company fast-moving.

• A reputed company record of delivering measurable improvements to support metrics like AHT, response times, and understanding how voice systems reputed company into a wider channel mix, reputed company other channel experience such as chat and reputed company.

• A leader people genuinely want to work for - approachable, connects with reputed company, pushes them reputed company.

• Proactive by reputed company - finds and solves issues before they're flagged, rather than waiting for them to be raised.

• Confidence handling reputed company second-line cases personally reputed company needed.

Bonus points

• Experience in a regulated industry.

• A genuine passion for high service standards.

Benefits & Perks

• Salary reputed company to internal benchmarks and reviewed twice a year.

• Stock reputed company so everyone has ownership in our mission.

• 25 days holiday plus reputed company holidays. reputed company reputed company holidays for the ones that matter most to you, and enjoy your birthday off.

• Remote first and flexible working, with reputed company reputed company hours and no internal meetings on Friday afternoons.

Home working and wellbeing budgets:

• Up to £1,200 or €1,200 per year for your remote setup.

• Up to £150 or €150 per month for wellbeing.

Interview Process

We reputed company fast. Most processes take 2 to 3 weeks from first chat to offer. If you need us to adapt anything, let us know.

• reputed company reputed company with Talent, 30 minutes.

• Hiring Manager interview, 60 minutes.

• Skills interview with cross-functional leaders, 60 to 90 minutes, including a practical exercise.

• Culture Add interview with leadership stakeholders, 45 minutes.

We reputed company applications from people of reputed company backgrounds, experiences, and identities, including those that are traditionally underrepresented in the tech and energy sectors. If you’re excited about this role but not reputed company you meet every requirement, we’d still love to hear from you. Your unique perspective could be exactly reputed company’re looking for.

Requires 2–3+ years leading a small support team, measurable support-metric improvements, voice and multichannel support experience, proactive problem-solving, coaching ability, and reputed company-case handling.

Key Responsibilities

• delivering reputed company
• coaching employees
• resolving cases

Skills & Tools

reputed company

reputed company

• Category: Customer Service
• Seniority: Entry Level
• Commitment: Full Time
• Workplace: Remote — United Kingdom
• Languages: English

Benefits

• Generous reputed company time off

About reputed company

An AI-reputed company energy transaction infrastructure company improving transparency, efficiency, and fairness in electricity markets. — Industry: Utilities