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Customer Support Manager

Career Level:  9A Team Leader
Posting Date:  22 Jul 2025

Customer Support Manager
Brand: Swan Retail & EPOS Bureau
Location: Waterlooville
Role Type: Hybrid (3 days in office, 2 days remote)

 

ClearCourse is a market-leading technology group providing innovative software solutions and integrated payments across a range of sectors including retail, hospitality, membership organisations, and healthcare. Our mission is to empower businesses with smart, efficient, and scalable technology — all supported by exceptional customer service.

 

We’re looking for a Senior Support Manager to lead the Customer Support function for both Swan Retail and The EPOS Bureau. This is a high-impact leadership role based in Waterlooville, where you’ll be responsible for ensuring our support teams deliver a world-class service, meeting SLAs and driving customer satisfaction. You’ll play a pivotal role in shaping support strategy, developing people, and influencing the wider business.

 

This is a full-time, permanent role offering a mix of strategic oversight and hands-on leadership within a fast-moving tech environment.

 

Key Accountabilities:

 

  • Lead, coach, and develop a team of Customer Support Managers across multiple brands

  • Monitor team performance, manage KPIs, and ensure SLAs are consistently met

  • Drive continuous improvement through service standards, documentation, and best practices

  • Take ownership of complex customer issues and ensure timely resolutions

  • Build and manage team structures that scale with the business

  • Collaborate with internal stakeholders to maintain high levels of customer satisfaction

  • Oversee HR processes including recruitment, onboarding, and team development

  • Present insights, analysis, and business cases to senior stakeholders

  • Contribute to strategic planning and align team goals with broader business objectives

  • Support change management and champion cross-functional collaboration

 

What We’re Looking For:

 

  • 5+ years of experience in a similar role within tech, payments, fintech, or IT support

  • Proven leadership skills with experience managing support functions across multiple teams

  • A strong customer-first mindset with excellent stakeholder engagement

  • Able to understand complex systems and translate that into effective support operations

  • Commercially astute with the ability to manage performance and identify risks

  • Excellent communicator with strong analytical and problem-solving skills

  • Proficient in Microsoft Office, especially Excel; Power BI knowledge is a bonus

  • A positive, flexible attitude and the ability to thrive in a fast-paced environment

 

What We Offer:

 

  • Hybrid working model with 25 days annual leave + your birthday off

  • Life Assurance and Group Income Protection

  • Private medical cover with cash plan

  • Enhanced Company Pension

  • Employee wellbeing perks including Peppy Health, Perkbox and more

  • Enhanced maternity, paternity and adoption pay

  • Generous training budgets and support for professional development

 

Apply now – send your CV and let’s build something brilliant together.

 

ClearCourse is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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