Job Description

Customer Support Manager

Location:

Office-First with flexibility to work remote

Salary:

35,000-48,000

Reports to:

Head of Sales & Marketing

About Smart Home Charge

Smart Home Charge is one of the UK's leading home EV charger installation specialists. We help customers every step of the way - from choosing the right charger to expert installation and ongoing support - making EV charging at home simple and stress-free.

We're expanding our Customer Operations department and are looking for a

Customer Support Manager

to lead the team that ensures every customer enjoys a smooth, high-quality experience.

The Role

As

Customer Support Manager

, you'll be responsible for the day-to-day performance, processes, and people within our Customer Operations team. You'll lead and develop a small team covering customer support, scheduling, and installation coordination, ensuring the highest standards of communication, accuracy, and customer satisfaction.

You'll work closely with other departments (Sales, Installations, Technical Support, and Marketing) to continuously improve how we support customers throughout their journey with Smart Home Charge.

Key Responsibilities

Team Leadership & Development

Line-manage the Customer Operations team, including coordinators, administrators, and support staff. Conduct regular 1:1s, coaching sessions, and performance reviews. Create clear structures, targets, and accountability for each team member. Foster a positive, proactive, and customer-first culture.

Customer Operations & Service Quality

Oversee the daily flow of customer installations and support cases to ensure timely resolution and excellent communication. Monitor service levels, response times, and customer satisfaction (e.g. Trustpilot, NPS, call scoring). Own and refine internal processes to reduce errors, delays, and repetitive admin. Collaborate with the Technical Support Lead to ensure charger issue documentation and follow-ups are handled consistently.

Continuous Improvement

Identify and implement process improvements to enhance efficiency and customer experience. Work with the Head of Sales & Marketing to analyse data and feedback for ongoing improvement. Support cross-departmental initiatives to improve the full customer journey from initial enquiry through installation to aftercare.

Systems & Reporting

Oversee the use of CRM systems, call handling software, and scheduling tools to maintain data integrity and efficiency. Track and report key metrics (e.g. response times, completion rates, customer satisfaction). Ensure the team adheres to compliance, GDPR, and internal quality standards.

Skills & Experience

Essential:

Proven experience managing a customer service or operations team (ideally 3+ years). Excellent leadership, coaching, and communication skills. Strong organisational and process management abilities. Experience in a fast-paced environment with high customer interaction. Comfortable using CRM or service management tools (HubSpot, Salesforce, etc.).

Desirable:

Experience in home services, installations, or EV/renewable energy sectors. Understanding of scheduling, logistics, or installation workflows. A genuine interest in EVs, technology, or sustainability.

What We Offer

Competitive salary package. Opportunity to help shape and scale the Customer Operations function. Work with a friendly, growing team that's helping accelerate the UK's switch to electric vehicles.
Job Types: Full-time, Permanent

Pay: 35,000.00-48,000.00 per year

Benefits:

Bereavement leave Health & wellbeing programme On-site parking Work from home
Experience:

Customer support: 5 years (required) management: 3 years (required)
Work Location: In person