Customer Support Manager

Zinc

Customer Service

London, UK

GBP 45k-45k / year + Equity

Posted on May 2, 2025

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At Zinc, we’re building a world-class customer experience and it starts with a leadership team that sets the bar. We are looking for an experienced Customer Support Manager to join our growing function and lead an evolving team dynamic with confidence, clarity, and care.

Reporting into our Head of Customer Success, you’ll work alongside our existing Customer Success Manager and take direct leadership of two Team Leads, supporting them to deliver exceptional service, consistency, and performance across the board.

This is a high-impact role that blends hands on coaching with a sharp analytical edge, this role is ideal for someone who loves growing people, driving standards, and using insight to unlock team potential.

We’re looking for someone with at least 2-3 years of experience in a leadership within a customer support role, who thrives in fast-moving settings and is comfortable shaping a team that’s still forming. You’ll play a crucial part in shaping the culture and effectiveness of a team that’s over 60% new. You’ll play a pivotal role in embedding scalable service practices, mentoring first-time leaders, and owning the numbers from team KPIs to quality metrics and operational trends. Expect to lead from the front, support your leads through challenges, and step in on complex escalations when needed.

Department: Customer Success
Employment Type: Full Time
Location: Zinc - London
Workplace type: Hybrid
Compensation: £45,000 / year
Reporting To: Conrad Jones

Key Responsibilities 🗝️

🎯 Team Leadership & Development

Coach and develop Team Leads through regular 1:1s, feedback, and leadership support, helping them grow into confident and effective people managers.

📊 Service Performance & Operational Excellence

Ensure pods consistently meet or exceed service metrics by guiding Team Leads in performance tracking, reviews, and continuous improvement.

🚀 Escalation Ownership & Support

Act as the go-to for complex or sensitive customer escalations, while enabling Team Leads to manage issues independently and learn from them.

🧩 Team Efficiency & Quality

Identify and implement process improvements that enhance ticket handling, workflow efficiency, and overall service quality.

🧠 Strategy & Customer Experience Innovation

Partner with the VP of Customer to evolve support strategies and champion new tools or ideas that enhance the customer and team experience.

Skills, Knowledge and Expertise 🚀

🛠️ Hard Skills:

🔹 Team Development & Performance Management
Experience coaching and growing early-career team leaders and managing performance effectively.

🔹 Zendesk Experience (Desirable)
Able to interpret and act on platform data: workload forecasting, ticket trends, etc.

🔹 Analytical Confidence
Comfortable using Excel/Sheets to track KPIs and inform decision-making.

🔹 Tech Stack Familiarity
Strong proficiency in Google Workspace suite.

💡 Soft Skills:

🤝 Collaborative & Clear Communicator
Able to give feedback, align expectations, and inspire clarity across your team and peers.

⚙️ Adaptable & Resourceful
Thrives in ambiguity and fast-paced environments, especially as team processes evolve.

🧩 Problem Solver
Comfortable figuring things out independently and guiding others to do the same.

🎙️ Strong Leadership & Emotional Intelligence
Leads with empathy, sound judgment, and the ability to tailor your tone and approach.

What we offer 🍉

Zinc offers a chance to work on a product that brings a fresh perspective on data ownership in hiring

24 days holiday + Bank Holidays + your birthday off 🎉
£1200 annual benefits allowance (ThanksBen, from month 2)
30 days to Work from Anywhere 🌍
Early finish Fridays (16:00)
Yearly company retreat to Serbia 🇷🇸🏔️✈️
Enhanced Maternity, Paternity, and Adoption Leave (2 months full pay, then statutory)
Statutory pension with NEST (3% employer, 5% employee)
Zinc shares, issued through the EMI Scheme
Unlimited access to MoreHappi coaching
Company socials, quarterly team socials Free Monday lunches
Nursery workplace benefit scheme (Yellownest)
Option to lease an electric car through Electric Car Scheme
Celebrated Zinc anniversaries 🥳

About Zinc

Who we are ⚡

Zinc builds automated reference and background checking tools designed to improve candidate experience and set new industry standards. Founded in 2017 by a team with extensive HRTech experience, Zinc is an early-stage startup rapidly growing as it redefines efficiency, transparency, and fairness in background checks.

📚Read more about our story here: https://zincwork.com/mission

We're a culture first company, by this we don't just mean an active calendar of both company and team organised events 🍔🍻🎯 (which we do have 🤩),Zinc's culture is defined by a respectful and autonomous approach to all employees, fostering support for new ideas, promoting a flexible work environment, and operating within a flat structure. While socials, lunches, and events enhance the experience, the core of Zinc's culture drives employees to embrace innovation, share successes, and feel motivated about the company's future.

🪴We recently redefined our company values:

🧩The pieces that make Zinc: Pragmatic, Integrity, Empathy, Collaborate, Empowered, Speed.

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