Senior Customer Support Manager

Overview

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Senior Customer Support Manager

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Log my Care .About Log my Care: Log my Care is one of the fastest-growing Care Software start-ups in the UK. Our mission is to digitise the social care sector and help carers provide a better quality of care. We build mobile and web tools to make delivering care easier for carers.Role : We’re looking for an experienced Senior Customer Support Manager to lead the customer support team and drive operational excellence across support functions. You will manage a team of support executives, optimise workflows, and implement systems and processes to scale our support operations.Salary : £50K - £60KLocation : London. In-office days are Wednesdays and Fridays.

Responsibilities

People Leadership + Development : Lead and coach a team of 2 Customer Support Executives, oversee recruitment, onboarding, training, and career development.

Capacity Planning : Manage scheduling, resource allocation, and peak/out-of-hours coverage using ticket volume forecasts.

Culture and Development : Foster a customer-centric culture, identify skill gaps, create development plans, and run knowledge-sharing sessions.

Workflow and Operations : Own and optimise support workflows in Intercom, including ticket routing, escalations, SLA management, and process documentation; oversee onboarding, billing queries, data accuracy, and tagging.

Escalation and Resolution : Manage complex escalations, coordinate with Product and Engineering to resolve critical issues.

Tools and Improvement : Continually improve processes and tooling (Intercom, HubSpot, ChargeBee) and address bottlenecks; drive self-service initiatives to reduce ticket volume.

Product Support and Release Readiness : Prepare the team for product releases, maintain knowledge base, and create training materials and tutorials.

Knowledge Management : Own and maintain customer-facing knowledge base to support onboarding and feature adoption.

Analytics : Track metrics (response times, resolution rates, CSAT, NPS), gather customer feedback, and share insights with Product, Customer Success, and GTM teams.

Qualifications

4+ years in customer support leadership; 2+ years managing teams, ideally in SaaS or B2B enterprise.

Experience designing workflows, implementing quality processes, and driving efficiency improvements.

Proficient with Intercom, HubSpot, ChargeBee; data-driven with analytics to guide strategy. Experience with AI support tools is desirable.

Ability to hire, train, and grow high-performing teams; strong cross-functional collaboration.

Customer-first mindset with excellent written and verbal communication; ability to de-escalate and build long-term relationships.

Comfort in fast-paced environments; healthcare or regulated sectors are a plus.

Passion for improving social care outcomes through technology.

Interview Process

Submit your application

Exploratory video call with People Manager

Video interview with Customer Ops Executive

In-person task with CFO, CS Director, and Sr. CXE

Final video interview with Co-founder and CEO to discuss fit and values

DandI and Recruitment NoticeLog My Care is committed to an inclusive and diverse workplace. We value different backgrounds, experiences, and skills, and treat every employee fairly regardless of age, disability, gender, race, religion, or sexual orientation.

Note to recruitment agencies: We are working with a selected talent partner and ask you not to send speculative CVs or sales approaches.

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