2 of 2 Permanent Customer Support Manager Jobs in London

a rigorous, metrics-driven approach to product development, identifying opportunities for innovation, optimizing agent workflows, and ensuring our tooling is robust, efficient, and dynamic enough to adapt to diverse customer needs. We value passionate product leadership that drives with discipline and attention to detail. Responsibilities Define and champion the product vision, strategy, and roadmap for our customer support tools, aligning with overall business objectives and customer needs. Drive highly cross-functional initiatives from ideation and requirements gathering to launch and post-launch optimization. Collaborate extensively with customer support leadership teams, agents, and other internal stakeholders to deeply understand their workflows, pain points, and ever-evolving tooling needs Translate complex business problems and user needs … into clear and concise product requirements, user stories, and acceptance criteria. Drive product decisions through a strong analytical and data-driven approach, defining key performance indicators (KPIs) for customer support tooling, monitoring performance, and iterating based on quantitative and qualitative insights. Proactively identify technical opportunities and challenges, working closely with engineering teams to architect scalable solutions and ensure More ❯

of our parts. Committed to quality, our work positively impacts society. Fully remote since inception, we prioritise work-life balance, autonomy, flexibility, and environmental sustainability. The Role Being a Customer Support Manager at Bit Zesty means taking ownership of our support operations and providing excellent client service for their live digital products. It's about collaboration … attention to detail, analytical thinking, and reliability. Reporting to the Senior Project Manager, you will work closely with a culturally diverse team of developers, UX designers, and Project Managers. Key Responsibilities Ensure client happiness by prioritising and taking responsibility for issues and requests across multiple projects. Analyse client issues, document requirements, and define acceptance criteria. Collaborate with developers and … designers to resolve support issues. Communicate priorities, expectations, and budget constraints to the team. Test features to ensure deliverables meet client and quality standards. Monitor estimates vs. actuals and manage client expectations. Plan and oversee larger product improvements to meet deadlines. Write user stories, create estimates, and manage project boards. Identify risks, escalate issues, and produce incident reports. Ensure More ❯