The Customer Support Manager will lead the helpdesk team, ensuring a top-tier support service while owning performance reporting and customer advocacy in product development. The role also includes optimizing customer support tools for efficiency and self-service options, enhancing overall customer experience.
We’re looking for a Customer Support Manager to lead our customer support team at Reincubate. You’ll work as part of our growing, fully-remote, and friendly team on the success of Camo, our app that helps people get incredible results with video.
Our customers include teams at Apple, Google, Facebook, Microsoft, and Amazon, the world’s top universities, VIPs around the world, and plenty of people who just want to look better online. Our work has been recognised by HM King Charles III, the NYT, WSJ, and the BBC.
This role is probably right for you if you’re energised by helping customers succeed, and care deeply about their experience. We’re looking for someone remote, working within GMT or CET timezones.
Here's Aidan, Reincubate's founder, talking about the role:
You will:
- Lead a helpdesk team to provide a world class support service to our customers 🥇
- Own CS performance reporting, using metric analysis to drive insight and improvement 📊
- Advocate for customers in our product roadmap and our internal and external testing 💪
- Optimise use of CS tools and systems to provide better internal data, better service, and to maximise team capacity through efficiencies and self-service options 🛠
We will:
- Help you set up and contribute to a productive working environment, wherever you are: delight builds on delight
- Give you autonomy in your work, we trust you to solve hard problems well
- Help you settle into your role, manage your responsibilities, and grow as a member of the team: progress comes through sustainable growth
- Provide a space for you to share your opinions and ideas on any topic; integrity and openness are bedrocks of how we interact with one another and our users
- Provide excellent benefits: 25 days’ paid vacation, flexible hours, remote work, share options, healthcare, matched pension contribution, home-office & wellness allowances
You might suit this role if you:
- Have strong organisational and communication skills
- Are engaging, energising and empathetic
- Have a passion for great product experiences
- Ideally, you’ll have management experience running a Customer Support team, but we’re more interested in your future than your past
- Relate to our values: creating delight, “it just works”, sustainability, and integrity
You’ll maximise your chances when applying if you:
- Include a CV that gives us a great idea of who you are and what you’re about
- Take a little time to look at who we are, and what we’re looking for (see reincubate.com/about)
- Share any evidence of you doing the sort of things we’re looking for in your cover letter
- We recommend not using AI to write your application; this tends to result in similar-looking applications that make it harder for us to learn about you (we don't use AI in screening applicants, a real person reads every application)
Reincubate London, England Office
23 Mill Street, Unit 5, St Saviour's Wharf, London, United Kingdom, SE1 2BE
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