Customer Support Manager - #2114997

We are recruiting on behalf of a growing and ambitious organisation based in Manchester. With a strong reputation for delivering an exceptional experience to its customers, this business is investing in its customer support function to match the pace of its growth and ensure every customer interaction reflects the high standards the organisation is known for.

This is a business that genuinely values its people and understands that great customer support is not a cost centre — it is a competitive advantage. You will be joining a team that is passionate, driven, and committed to doing things properly.

About the Role

We are looking for an experienced and proactive Customer Support professional to join the team and play a central role in delivering an outstanding customer experience. Whether you are resolving queries, improving processes, or working cross-functionally to ensure customers get the best possible outcome, you will be someone who takes real pride in the quality of every interaction.

This is a role with genuine scope. As the business continues to scale, there is a clear opportunity for the right person to grow their responsibilities, develop their career, and have a meaningful impact on how the customer support function evolves.

Key Responsibilities

• Serving as the primary point of contact for customer enquiries, resolving issues efficiently and professionally across phone, email and live chat channels
• Taking ownership of complex or escalated customer cases and seeing them through to resolution
• Building and maintaining strong relationships with customers, ensuring they feel valued and supported at every touchpoint
• Identifying recurring issues or patterns in customer feedback and working with internal teams to address root causes
• Contributing to the development and improvement of customer support processes, documentation and FAQs
• Collaborating with sales, operations and product teams to ensure a seamless customer experience end to end
• Tracking and reporting on key customer support metrics, including response times, resolution rates and customer satisfaction scores
• Supporting the onboarding of new customers and ensuring they get off to the best possible start

What We Are Looking For

We are looking for someone who is genuinely customer-obsessed — someone who does not just close tickets but takes real ownership of the customer relationship and cares about the outcome. You will be calm under pressure, solutions-focused, and able to communicate clearly and empathetically with a wide range of people.

The ideal candidate will have:

• Proven experience in a customer support, customer success or client services role — ideally three or more years
• Excellent written and verbal communication skills, with a professional and approachable manner
• Strong problem-solving ability and a proactive approach to resolving issues before they escalate
• Experience working with CRM or customer support platforms such as Zendesk, HubSpot, Intercom or similar
• The ability to manage a varied workload, prioritise effectively, and remain composed when things get busy
• A collaborative mindset and the ability to work effectively across teams
• Experience in a fast-growing SME or tech-enabled business is a strong advantage

What Is on Offer

• Salary of £37,000 – £40,000 per annum, depending on experience
• Hybrid working with flexibility around office attendance in Manchester
• A supportive, people-first working culture where your contribution is genuinely recognised
• Real opportunity to shape and grow the customer support function as the business scales
• Career development and progression as the organisation continues to expand
• A varied, fast-paced role where no two days are the same

How to Apply

This vacancy is being managed exclusively by Consula, the official hiring partner for this role. All applications must be submitted via Consula.

Please create or log in to your Consula profile and apply with your up-to-date CV and a brief covering note outlining your relevant experience. Suitable candidates will be contacted promptly and shortlisted for interview.

Applications submitted outside of Consula will not be considered.