Customer Support Manager

Position Summary

The Customer Support Manager serves as the front door and part of the operational backbone of the Customer Success function. This role is both hands‑on and strategic, directly handling customer inquiries while partnering with internal stakeholders to design and operationalize the systems, workflows, and knowledge infrastructure that enable scalable, high‑quality customer service as the organization grows. This is not a traditional call‑centre role.

The Customer Support Manager operates at the intersection of customer support, operations, and technology, partnering closely with sales, commercial leadership, clinical and technical teams, and internal product and systems owners.

• Act as the first point of contact for customer inquiries across phone, email, and digital channels
• Handle complex or sensitive customer conversations with professionalism, empathy, and confidence, resolving issues where possible and escalating appropriately when required
• Accurately diagnose customer needs and ensure appropriate follow‑on actions are taken by the correct internal teams
• Close the loop on customer interactions by confirming resolution and maintaining alignment with internal stakeholders to deliver a concierge‑level experience
• Own and manage ticket intake, classification, prioritization, and escalation across all support channels
• Define and maintain compliant categorization and escalation criteria, ensuring clarity on in‑scope versus out‑of‑scope support requests
• Ensure accurate and timely documentation of all interactions, actions, and outcomes in CRM and support systems
• Produce and contribute to operational reporting on ticket volume, trends, resolution times, recurring issues, and key service KPIs (e.g., first response time, time to resolution, CSAT/NPS, backlog, quality scores)
• Standardize workflows and knowledge content to ensure consistent and efficient support delivery
• Coordinate communications and escalations with key stakeholders and functional teams
• Manage the health of the CRM support pipeline and ensure data quality, reporting accuracy, and timely ticket closure
• Lead the design, setup, and optimisation of call centre and support tools, including CRM, ticketing systems, and telephony
• Partner with product owners and operations leaders as a CRM and support systems champion, contributing to workflow design, configuration, and execution
• Drive root‑cause analysis for recurring issues and partner with product, engineering, quality, and regulatory teams to prevent reoccurrence
• Own capacity planning and call centre scheduling to meet internal and external service‑level commitments

• Bachelor’s degree preferred or equivalent relevant experience
• 5–7+ years of experience in customer experience, customer service, or technical support
• Demonstrated leadership experience, including leading projects or cross‑functional teams
• Experience implementing support operations metrics and using data to drive continuous improvement
• Ability to work independently and manage multiple priorities in a fast‑paced environment
• Strong communication and collaboration skills across cross‑functional teams
• Working knowledge of Microsoft 365 and CRM tools (Hub Spot preferred)
• Experience in a medical device or similarly regulated environment preferred
  
  Healthcare, dental, or orthodontic industry experience a plus
• Excellent written, verbal, and presentation skills

The ideal candidate is self‑motivated, adaptable, and driven to continuously improve both personally and organisationally. Flexibility to contribute beyond the primary scope of this role may be required as business needs evolve.