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SalaryBase pay: £45-50k
Manager 2 level as per our Career Development Framework.
Bonus: Up to 10% depending on company performance
EMI Share Options: £10,000
We've calculated this compensation in line with our Benchmarking Philosophy.
Role: Customer Support Manager (Manager Level 2)
Reporting to: Head of Operations
Location: This is a remote role, with a mix of customer travel, as well as limited company and head office gatherings.
Our mission
At Switchee, we believe that everyone deserves to live in a decent home and that the environments we inhabit have a massive influence on our ability to enjoy life and prosper.
One in five households in the UK live in social housing, a sector with the right values at its core but that has historically struggled to deploy innovations in the home. Many residents still can’t afford to heat their homes, and live in cold, mouldy properties they can’t be proud of.
We believe that radical innovation in internet-connected technology can ensure that every resident, every day, is living in a home that allows them to succeed. That’s why our products are built not just on great technology, but on an understanding of what people want from the space they live in.
This approach led us to reimagine the most mundane household object: the thermostat, into a product that automatically reduces energy bills, looks great, and offers control to those who want it. We are also revolutionising the way social landlords manage their housing stock with an obsessively tailored SaaS property dashboard and handy alerts on things like when the boiler is going to break.
Our goal is to perfect the ultimate connected hub for the social home. It’s going to revolutionise the way residents interact with their homes and landlords manage their properties.
Your responsibilities
We are seeking a dynamic and experienced Customer Support Manager to join our talented team. The Customer Support Manager will be instrumental in overseeing and nurturing our Support team. This team serves as the frontline support for our clients, ensuring that residents, installers and our clients in social housing have seamless experiences with the Switchee device. The Customer Support Manager will be at the forefront of ensuring that our client's residents receive exceptional support and assistance, playing a crucial role in maintaining high levels of customer satisfaction. Through effective leadership and strategic direction, the Customer Support Manager will empower the team to deliver top-tier service, ultimately contributing to the success, growth and adoption of Switchee in the social housing sector.
At Switchee your growth and development will be the focal point for your quarterly performance and progression conversations with your manager. We will encourage you to reflect on our Career Development Framework to enable you to grow in line with your scope of role and responsibilities. Our CDF is divided into levels where a selection of expected behaviours describes your ability to move up on the career ladder for your role. We have had 20% promotions in the last 12 months, and our manager:employee ratio is 1:3.
The Role:
Manage and lead the Level 1 and Level 2 Customer Operations team to deliver outstanding customer service to social housing providers and their residents. (Our Support Centre operates from 09:00 - 18:00 Monday to Friday (excluding public holidays) and your team must be set up to support this).
Oversee the day-to-day operations of the Customer Operations team, including workload management, performance monitoring, and quality assurance.
Develop and implement efficient processes and procedures to streamline Customer Support operations and enhance overall team performance.
Provide guidance, coaching, and mentorship to team members, fostering a culture of continuous learning and professional development.
Act as a point of escalation for complex customer inquiries or issues, working closely with internal teams to ensure timely resolution.
Collaborate with other departments, including Product Engineering and Sales, to provide valuable customer feedback and insights for product enhancement and business growth.
Analyse Customer Support metrics and KPIs to identify areas for improvement and implement strategies to drive customer satisfaction and retention.
Stay up-to-date with industry trends and best practices in customer service management, applying relevant knowledge to enhance Switchee's Customer Support operations.
We are a company built on a strong technical foundation, however, we deliver ‘business’ value. You’ll need to be able to grasp and communicate the business value of a technology-driven, verticalised solution with clients. We also expect you to work closely with Product Development and Customer Success to ensure our product evolves with the customer’s needs at the very centre.
Your experience
We firmly believe extraordinary people can come from a wide range of places – but we wouldn’t be surprised if the person who gets this role has:
Proven experience in a customer service management role, preferably within the technology or housing sector.
Strong leadership skills with the ability to motivate and inspire team members to achieve their goals.
Excellent communication and interpersonal skills, with the ability to build rapport and establish positive relationships with clients and internal stakeholders.
Demonstrated problem-solving abilities and a proactive approach to addressing customer needs and concerns.
Proficiency in CRM software (such as Zendesk) and other relevant Customer Support tools.
Ability to thrive in a fast-paced and dynamic environment, with a focus on delivering results and exceeding customer expectations.
Develop and maintain a deep understanding of Switchee's products and services, as well as the unique needs and challenges of our clients in the social housing sector.
Lead by example, demonstrating a commitment to excellence in customer service and serving as a role model for the Customer Operations team.
Collaborate with cross-functional teams to drive continuous improvement initiatives and enhance the overall customer experience.
Stay abreast of industry trends and emerging technologies, leveraging this knowledge to identify opportunities for innovation and enhancement within the Customer Operations function.
Foster a culture of accountability and continuous learning within the team, promoting professional development and career growth opportunities for team members.
Nice to have:
Experience working with Internet of Things devices would be great.
Experience working with Housing Associations and their contracting partners to execute important business projects.
Who You Are:
We are a diverse bunch of people at Switchee. That said, there are some characteristics we always look for:
The desire to build something revolutionary.
Care about the environment and are interested in energy efficiency.
Interested in technology and neat solutions to complex problems.
Biassed toward action.
You're open, positive, and straightforward.
We are not able to nurture success for those who don’t thrive on challenge and change.
We are not a team for people who believe in negative chatter and gossip.
Perks
Unlimited holiday policy + Bank Holidays!
At Switchee, everyone enjoys an element of flexible working hours and you are empowered to be the master of your own routine.
We have a remote-first Hybrid Working Model, with offices near London Bridge.
We will provide you with all the necessary equipment to work from home in a safe and enjoyable manner.
We socialise together with regular outings in London, Quarterly Company Off-sites and an annual “working remotely” trip.
We are hosting regular Virtual Socials and keep finding creative ways of staying connected with each other.
We provide an L&D budget and access to our Switchee Library, where you can request new books monthly.
We provide access to ThanksBen - a platform with plentiful discounts and free virtual well-being sessions.
We offer Spill, a Mental Health app at your fingertips, where you can get in touch with a therapist in record time.
P.S Switchee is a Disability Confident Employer and we aim to provide reasonable adjustments for our new hires to ensure they are successful and supported in their roles. We also practice an anti-bias approach to recruitment. Read more about it here.
Application Process:
1. Phone Screen - with Keziah (Talent Coordinator)
2. Technical Interview - with Michael (Head of Operations) & member of the Operations team
3. Task & Role play - with Michael and other members of the operations team
3. Culture Fit interview - with Olya (Head of People) & another SLT member
To prepare for the interview stages, review all the available information about Switchee online, and our careers website and most importantly, prepare real-life examples of having dealt with the responsibilities listed in the job description.
Our average time to hire is 24 days, this is from the moment we receive your CV to the offer letter sent.
