Senior Customer Support Manager

Senior Customer Support Manager

Log My Care is one of the fastest-growing care software start-ups in the UK, having quadrupled its customer base since 2020. Our mission is to digitise the social care sector (care homes and home care agencies) and help hundreds of thousands of carers to provide a better quality of care to the UK's most vulnerable people. The sector is over 60% analogue and paper-based, losing out on the many benefits technology can bring. We're passionate about changing this with our awesome mobile App and Web-based tools that make delivering care far, far easier for hard-working carers.

We're looking for an experienced Senior Customer Support Manager to lead our customer support team while driving operational excellence across support functions. You'll manage a team of support executives, optimise workflows, and ensure exceptional customer experiences while implementing the systems and processes needed to scale our support operations effectively.

Salary Range: £50K - £60K

Location: This role is based in London. Our mandatory in-office days are Wednesdays & Fridays.

As a Senior Customer Support Manager, You Will:

People Leadership + Development

• Team Leadership & Growth: Lead and coach a team of 2 Customer Support Executives, overseeing recruitment, onboarding, training, and career development.
• Capacity Planning: Manage scheduling, resource allocation, and peak/out-of-hours coverage using ticket volume forecasts.
• Culture & Development: Foster a customer-centric culture, identify skill gaps, create development plans, and run knowledge-sharing sessions to ensure consistent approaches to customer issues.

Support & Operational Excellence

• Workflow & Customer Operations: Own and optimise support workflows in Intercom, including ticket routing, escalations, SLA management, and process documentation. Oversee onboarding, account setup, billing queries, data accuracy, and proper tagging/categorisation of interactions.
• Escalation & Issue Resolution: Manage complex escalations, coordinating with Product and Engineering teams to ensure timely resolution of critical issues.
• Operational Improvement & Tools: Continuously evaluate and improve support processes, optimise the use of tools (Intercom, HubSpot, ChargeBee), and implement solutions to bottlenecks.
• Customer Communication & Self-Service: Develop templates and frameworks for consistent communication during incidents and drive initiatives to enhance customer self-service capabilities, reducing ticket volume while maintaining satisfaction.

Release Management & Product Support

• Product & Release Readiness: Coordinate support team preparation for product releases, ensuring up-to-date product knowledge and creation of support articles, FAQs, training materials, tutorials, and product tours.
• Knowledge Management: Own and maintain the customer-facing knowledge base, keeping content comprehensive, current, and easily searchable to support onboarding and feature adoption.

Product Support & Analytics

• Release & Knowledge Management: Coordinate support team preparation for product releases, maintaining up-to-date product knowledge, creating support articles, FAQs, training materials, tutorials, and product tours. Own the customer-facing knowledge base, keeping content current, comprehensive, and easily searchable.
• Analytics & Reporting: Track key support metrics (response times, resolution rates, CSAT, NPS) and analyse customer feedback to identify trends and product issues. Provide regular performance reports and share insights with Product, Customer Success, and GTM teams to inform strategy and improvements.

This Will Be a Great Opportunity For You If You Want To:

• Drive Scalable Impact: You want to build and scale support operations from 400+ weekly conversations to enterprise-level volume.
• Influence Across Teams: You enjoy shaping product development and customer experience strategy through customer insights and feedback.
• Seek Career Growth: You're looking to grow into broader customer operations or customer success leadership roles.
• Make an Industry Impact: You want to make a meaningful difference in the social care sector while building cutting-edge support operations.

What We're Looking For:

• Customer Support Leadership: 4+ years in support with 2+ years managing teams, ideally in SaaS or B2B enterprise environments.
• Operations & Process: Proven experience designing workflows, implementing quality processes, and driving efficiency improvements.
• Technical & Data-Driven: Proficient with Intercom, HubSpot, ChargeBee, and using analytics to inform team performance and strategy. Experience with AI support tools (e.g., Intercom Fin) is highly desirable, as the team is moving towards AI-handled customer interactions for routine issues.
• Team Development: Ability to hire, train, and grow high-performing support teams.
• Cross-Functional Collaboration: Skilled at working with Product, Engineering, Sales, and Customer Success to resolve issues and improve processes.
• Customer Advocacy & Communication: Strong customer-first mindset with excellent written and verbal skills, able to de-escalate situations and present to senior stakeholders. Focus on managing complex cases and building long-term customer relationships.
• Start-Up & Regulated Experience: Comfortable in fast-paced environments; bonus for healthcare, care, or other regulated sectors.
• Mission-Driven: Passion for improving social care outcomes and supporting vulnerable populations through technology.

The Interview Process:

1. Submit your Application
2. Exploratory Video Call with Olivia (People Manager) (25 mins)
3. Video Interview with Owen (Customer Ops Exec) via video call (45 mins)
4. In-person task with Umar (CFO), Leo (CS Director), Felena (Sr. CXE)
5. Final video interview with Sam (Co-founder & CEO) to discuss what you might bring to the role and how you might embody our values at LmC (20 minutes).

D&I Statement

Log My Care is committed to being an inclusive and diverse workplace. The excellent work produced by our team would not be possible without bringing together all of our team's different backgrounds, experiences, and skills. We treat every employee equally and fairly, regardless of age, disability, gender, marital status, race, religion, or sexual orientation. It is vitally important that each of our team members feels confident, comfortable, and empowered.

Recruitment Notice

Note to recruitment agencies: Log My Care is committed to building a long-term approach to our hiring strategy. We are therefore already working in partnership with a selected talent partner. We, therefore, ask you to hold off sending speculative CVs or sales approaches.