In a nutshell.

As Support Manager, you are responsible for both the daily performance of the Support team and for improving how Support operates. You ensure smooth day-to-day delivery, while also analysing results, improving procedures and translating insights into concrete actions. You are hands-on when needed and act as the specialist voice within the team.

The role.

Your primary responsibility is leading and developing a team of Support Agents and Second Line Specialists, helping them perform at their best through clear direction, coaching and feedback.

You’ll also take ownership of daily Support operations. From staffing and service levels to escalations and incidents, you make sure the team has what it needs to support our users effectively.

Beyond the daily operation, you’ll analyse performance, identify improvement opportunities and lead changes to processes, tools and ways of working. Together with the other Team Lead, you’ll help build a more efficient, consistent and scalable Support organisation.

You lead the Support team and make sure operations run effectively today, while improving Support for tomorrow.

• Coaching agents and managing performance, development and absence;

• Ensuring smooth daily operations, including staffing, service levels and backlog;

• Coordinating schedules and achieving at least 90% shift coverage;

• Managing escalations, incidents and complex user cases;

• Monitoring KPIs such as Support cost, APS (Agent Performance Score), eNPS, SLA, productivity and quality;

• Translating performance data and recurring problems into concrete actions;

• Leading improvements to processes, tooling, automation and ways of working;

• Supporting recruitment, onboarding, training and knowledge development;

• Ensuring consistent Support quality and collaborating with the other Team Lead and relevant departments.

Requirements.

• +2 years experience with leading a team within Support or Operations;

• A strong people leader who coaches effectively, gives clear feedback and improves performance;

• Analytical and confident using data to identify problems and make decisions;

• Able to balance daily operational priorities with longer-term improvements;

• A clear and collaborative communicator who creates understanding and team buy-in;

• Proactive, ownership-driven and comfortable making decisions in complex situations.