[Hiring] Customer Support Manager @The Faculty

Role Description

We are looking for an experienced Customer Support Manager to lead a dedicated, fully virtual Tier 1 and Tier 2 Customer Support team supporting our customers. This is a hands-on leadership role for someone who thrives in a high-volume, KPI and SLA-driven environment and is passionate about delivering excellent customer experiences while building high-performing teams.

• Lead the day-to-day operations of the Tier 1 and Tier 2 Customer Support teams.
• Ensure customers receive responsive, consistent and high-quality support within agreed SLAs.
• Monitor ticket volumes, queues, backlogs, ageing, response and resolution times.
• Manage team performance against KPIs, SLAs and quality standards.
• Oversee escalations between Tier 1, Tier 2 and technical/business teams.
• Manage workforce capacity, scheduling and resource allocation to meet customer demand.
• Coach, develop and performance-manage team members.
• Identify recurring issues and drive continuous improvement across support processes.
• Analyse operational data and provide clear performance reporting to stakeholders.
• Support the growth and scaling of the support operation as volumes and operating hours evolve.

Qualifications

• Proven experience managing a Customer Support or Technical Support team, ideally across Tier 1 and Tier 2.
• Strong experience in a KPI and SLA-driven environment.
• Excellent understanding of ticket management, queues, backlogs, escalations and service performance.
• Strong workforce planning and capacity-management skills.
• Ability to analyse support data and turn insights into practical improvements.
• Experience coaching and developing high-performing teams.
• Strong stakeholder and client management skills.
• Excellent written and verbal English communication.
• Strong problem-solving, decision-making and organisational skills.
• Comfortable managing and leading a fully virtual/remote team.
• Experience in technology, hardware/software support, education or EdTech would be advantageous.

The Ideal Candidate

You are a confident people leader who can balance customer experience, operational performance and team development. You are data-driven, solutions-focused and comfortable taking ownership in a fast-paced environment. If you enjoy building strong virtual teams, improving processes and delivering measurable customer support outcomes, we'd love to hear from you.