Save Job Back to Search Job Description Summary Similar JobsExcellent opportunity for a strategic Customer Service ManagerLots of opportunity to work for a growing companyAbout Our ClientThe 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.Job DescriptionService 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.Leadership & Team Development* 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.AI & Process Innovation* 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.Strategy & Reporting* 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 productThe Successful ApplicantEssential* 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.Desirable* 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.What's on Offer£55,000 - £65,000 (depending on the candidate)ContactSarah BagnallQuote job refJN-062026-7038081Phone number+44 207 269 2466Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorTechnology & TelecomsLocationCity of LondonContract typePermanentConsultant nameSarah BagnallConsultant phone+44 207 269 2466Job referenceJN-062026-7038081
