Customer Support Manager (First Line)

About Us
We are a UK-based e-commerce platform tailored to the cycling industry. We provide websites, workshop systems, hire software, and marketing tools for bike shops across the UK. We’re growing fast and need a reliable, proactive Customer Support Manager to join our team and be the first point of contact for incoming support tickets.

Role Overview
We’re looking for a sharp, friendly, and detail-focused support specialist to manage our first-line support. Your primary responsibility will be to triage incoming support tickets, respond to customers using clear UK English, and provide either a helpful holding message or a complete solution where possible.

You’ll work closely with our account managers and technical team to escalate and track more complex issues, keeping customers informed throughout.

Responsibilities

- Monitor and manage incoming support tickets (via Zendesk or similar)
- Categorise and prioritise tickets accurately
- Respond directly to customer enquiries with helpful, professional replies
- Provide holding messages for more technical issues, while coordinating with the dev team
- Maintain response quality using UK English spelling, grammar, and tone
- Track and follow up on unresolved issues to ensure they’re progressing
- Write and maintain basic knowledge base articles and FAQs
- Spot patterns in tickets and suggest ways to improve our processes

Requirements

- Excellent written English (UK spelling, punctuation, and tone essential)
- Experience in a customer support or helpdesk role (Zendesk, Freshdesk, Intercom, etc.)
- Strong attention to detail and the ability to follow structured processes
- Confident in working independently but happy to ask questions when unsure
- Tech-savvy – able to quickly learn new systems and tools
- Reliable internet connection and a quiet working environment
- Familiarity with e-commerce, cycling, or web platforms is a bonus (but not essential)

What You’ll Get

- Full training and support from our UK-based team
- A friendly team environment with weekly check-ins
- The chance to support independent bike shops making a difference across the UK & US

How to Apply
Please send your CV and a short cover letter introducing yourself and sharing:

- Why this role interests you
- Your customer support experience
- An example of a time you handled a difficult or unclear customer enquiry