Customer Support Manager

Company description:

ClearCourse

Job description:

Customer Support Manager Brand: Swan Retail & EPOS Bureau Location: Waterlooville Role Type: Hybrid (3 days in office, 2 days remote)

ClearCourse is a market-leading technology group providing innovative software solutions and integrated payments across a range of sectors including retail, hospitality, membership organisations, and healthcare. Our mission is to empower businesses with smart, efficient, and scalable technology — all supported by exceptional customer service.

We’re looking for a Senior Support Manager to lead the Customer Support function for both Swan Retail and The EPOS Bureau. This is a high-impact leadership role based in Waterlooville, where you’ll be responsible for ensuring our support teams deliver a world-class service, meeting SLAs and driving customer satisfaction. You’ll play a pivotal role in shaping support strategy, developing people, and influencing the wider business.

This is a full-time, permanent role offering a mix of strategic oversight and hands-on leadership within a fast-moving tech environment.

Key Accountabilities:

• Lead, coach, and develop a team of Customer Support Managers across multiple brands

• Monitor team performance, manage KPIs, and ensure SLAs are consistently met

• Drive continuous improvement through service standards, documentation, and best practices

• Take ownership of complex customer issues and ensure timely resolutions

• Build and manage team structures that scale with the business

• Collaborate with internal stakeholders to maintain high levels of customer satisfaction

• Oversee HR processes including recruitment, onboarding, and team development

• Present insights, analysis, and business cases to senior stakeholders

• Contribute to strategic planning and align team goals with broader business objectives

• Support change management and champion cross-functional collaboration

What We’re Looking For:

• 5+ years of experience in a similar role within tech, payments, fintech, or IT support

• Proven leadership skills with experience managing support functions across multiple teams

• A strong customer-first mindset with excellent stakeholder engagement

• Able to understand complex systems and translate that into effective support operations

• Commercially astute with the ability to manage performance and identify risks

• Excellent communicator with strong analytical and problem-solving skills

• Proficient in Microsoft Office, especially Excel; Power BI knowledge is a bonus

• A positive, flexible attitude and the ability to thrive in a fast-paced environment

What We Offer:

• Hybrid working model with 25 days annual leave + your birthday off

• Life Assurance and Group Income Protection

• Private medical cover with cash plan

• Enhanced Company Pension

• Employee wellbeing perks including Peppy Health, Perkbox and more

• Enhanced maternity, paternity and adoption pay

• Generous training budgets and support for professional development

Apply now – send your CV and let’s build something brilliant together.

ClearCourse is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.