Customer Support Manager/Head of Support
| Posting date: | 12 January 2026 |
|---|---|
| Salary: | £45,000 to £50,000 per year |
| Additional salary information: | + Bonus + Excellent Benefits + Career |
| Hours: | Full time |
| Closing date: | 11 February 2026 |
| Location: | St. Asaph, Denbighshire |
| Remote working: | On-site only |
| Company: | Marstep |
| Job type: | Permanent |
| Job reference: | 000122 |
Summary
This is a great opportunity to work for an established and fast growing business, where you will have the opportunity to develop a worthwhile career.
The company are experiencing significant growth and this will create genuine opportunities to develop the role further.
They are looking for an experienced Customer Support Manager to work alongside the existing management team to further capitalise on their explosive growth over the last few years. The role offers a genuine opportunity to develop into Head of Support within a short period of time for those wishing to grow their career.
Role Overview
We are looking for an experienced Customer Support Manager/Head of Support to lead and develop our customer support function in a fast-growing online marketplace. You will be responsible for delivering an excellent, fair, and transparent experience for both consumers and service providers, while ensuring compliance with UK consumer protection law and CMA guidance for online platforms.
This role combines people leadership, operational excellence, customer advocacy, and regulatory awareness, with a strong focus on complaints handling, trust, and continuous improvement.
Key Responsibilities
Team Leadership & Performance
Lead, coach, and motivate a customer support team
Embed a customer happiness and success mindset and meet operational KPIs
Set clear performance targets and KPIs
Conduct regular 1:1s, performance reviews, and training sessions
Foster a customer-first, compliant, and solutions driven culture.
Customer Experience, Success & Operations
Oversee day-to-day customer support operations across online tickets and phone
Ensure fast, fair, and consistent resolution of customer and member issues
Act as an escalation point for complex complaints, disputes, and sensitive cases
Maintain high standards of professionalism, transparency, and accuracy in all customer communications whilst identifying opportunities to improve customer satisfaction, retention and trust
Proactively identify opportunities to improve customer satisfaction, retention and trust
Ensure customer communications are clear and outcome focused
Customer Success & Happiness
Champion customer success and long term satisfaction across the platform
Support customer onboarding and education to help members generate the best return from the platform
Own and improve customer satisfaction metrics
Complaints, Trust & Safety
Manage formal complaints and dispute resolution between customers and members
Ensure complaints are handled fairly, consistently, and within defined timescales
Develop a smoother process for dealing with complaints
Identify trends relating to poor service, misrepresentation, or customer detriment
CMA Compliance & Fair Trading Responsibilities
Support compliance with CMA guidance on online platforms, reviews, and consumer transparency
Use complaint data and customer insight to identify systemic issues that may pose regulatory or reputational risk
Process Improvement & Reporting
Review and improve support processes, workflows, and knowledge bases
Use data, complaints insight, and customer feedback to drive service improvements
Produce regular performance, complaints, and risk reports
Support the rollout of new tools, features, or policies impacting customer support
Cross-Functional Collaboration
Work closely with the Marketing and Sales teams to represent the voice of the customer
Contribute to platform improvements that reduce customer friction and regulatory risk
Support launches, incidents, and peak-demand planning
Skills & Experience
Essential
Proven experience in a Customer Support Manager / Customer Service Manager / Complaints Manager role.
Experience in an online marketplace, SaaS, e-commerce.
Strong people management and coaching skills
Excellent complaint handling and conflict resolution abilities
Strong written and verbal communication skills
Desirable
Experience working with CMA guidance or regulatory compliance
Experience with two-sided platforms (consumers & service providers)
Knowledge of complaints escalation frameworks and dispute resolution
Understanding of UK consumer protection and fair trading principles
Experience with CRM and support tools (e.g. Slack and Aircall)
This is a great opportunity to work for an established and fast growing business, where you will have the opportunity to develop a worthwhile career.
The company are experiencing significant growth and this will create genuine opportunities to develop the role further.
The company are experiencing significant growth and this will create genuine opportunities to develop the role further.
They are looking for an experienced Customer Support Manager to work alongside the existing management team to further capitalise on their explosive growth over the last few years. The role offers a genuine opportunity to develop into Head of Support within a short period of time for those wishing to grow their career.
Role Overview
We are looking for an experienced Customer Support Manager/Head of Support to lead and develop our customer support function in a fast-growing online marketplace. You will be responsible for delivering an excellent, fair, and transparent experience for both consumers and service providers, while ensuring compliance with UK consumer protection law and CMA guidance for online platforms.
This role combines people leadership, operational excellence, customer advocacy, and regulatory awareness, with a strong focus on complaints handling, trust, and continuous improvement.
Key Responsibilities
Team Leadership & Performance
Lead, coach, and motivate a customer support team
Embed a customer happiness and success mindset and meet operational KPIs
Set clear performance targets and KPIs
Conduct regular 1:1s, performance reviews, and training sessions
Foster a customer-first, compliant, and solutions driven culture.
Customer Experience, Success & Operations
Oversee day-to-day customer support operations across online tickets and phone
Ensure fast, fair, and consistent resolution of customer and member issues
Act as an escalation point for complex complaints, disputes, and sensitive cases
Maintain high standards of professionalism, transparency, and accuracy in all customer communications whilst identifying opportunities to improve customer satisfaction, retention and trust
Proactively identify opportunities to improve customer satisfaction, retention and trust
Ensure customer communications are clear and outcome focused
Customer Success & Happiness
Champion customer success and long term satisfaction across the platform
Support customer onboarding and education to help members generate the best return from the platform
Own and improve customer satisfaction metrics
Complaints, Trust & Safety
Manage formal complaints and dispute resolution between customers and members
Ensure complaints are handled fairly, consistently, and within defined timescales
Develop a smoother process for dealing with complaints
Identify trends relating to poor service, misrepresentation, or customer detriment
CMA Compliance & Fair Trading Responsibilities
Support compliance with CMA guidance on online platforms, reviews, and consumer transparency
Use complaint data and customer insight to identify systemic issues that may pose regulatory or reputational risk
Process Improvement & Reporting
Review and improve support processes, workflows, and knowledge bases
Use data, complaints insight, and customer feedback to drive service improvements
Produce regular performance, complaints, and risk reports
Support the rollout of new tools, features, or policies impacting customer support
Cross-Functional Collaboration
Work closely with the Marketing and Sales teams to represent the voice of the customer
Contribute to platform improvements that reduce customer friction and regulatory risk
Support launches, incidents, and peak-demand planning
Skills & Experience
Essential
Proven experience in a Customer Support Manager / Customer Service Manager / Complaints Manager role.
Experience in an online marketplace, SaaS, e-commerce.
Strong people management and coaching skills
Excellent complaint handling and conflict resolution abilities
Strong written and verbal communication skills
Desirable
Experience working with CMA guidance or regulatory compliance
Experience with two-sided platforms (consumers & service providers)
Knowledge of complaints escalation frameworks and dispute resolution
Understanding of UK consumer protection and fair trading principles
Experience with CRM and support tools (e.g. Slack and Aircall)
This is a great opportunity to work for an established and fast growing business, where you will have the opportunity to develop a worthwhile career.
The company are experiencing significant growth and this will create genuine opportunities to develop the role further.