Senior Customer Support Manager

📋 Description

• Lead UK & Ireland Customer Love team with KPI focus.
• Own KPIs: wait times, CSAT, QA and productivity.
• Lead Level 2 escalations; train the team.
• Hybrid role: 3 days/wk at Box Office, London; travel.
• Work with Intercom, Iterable and AgoraPulse to deliver CX.
• Present regular updates and business cases to senior stakeholders.

🎯 Requirements

• 3+ years leading a team of people managers in inbound customer care.
• Proficient with Intercom, Dixa, Zendesk or similar systems.
• Budget management for large teams; allocations and contracts.
• Strong storyteller and presenter; engage stakeholders.
• Data-driven; turn analytics into actionable insights.
• Adaptable, decisive under pressure; bias to action.

🎁 Benefits

• 25 days holiday (plus 8 bank holidays) and +1 day per year up to 5.
• 5 paid paws days per year for learning or wellbeing.
• £500 personal learning & development budget.
• Share options grant to own a piece of Butternut.
• Discount on fresh food for your dogs.
• Flexible core working hours.