SUPPORT MANAGER
Hybrid, NewcastleReports to: Director of OperationsTeam: Six Service Desk Agents across the UK and Australia
ABOUT THINKSMART
We build software for children’s activity providers, helping thousands of clubs across the UK and Australia give kids great experiences. We’re growing fast, and brilliant support is how we keep customers happy.
ABOUT THE ROLE
Lead our UK and Australia support team and shape how we deliver support as we scale. Deputise for the Head of Support and build a path into senior leadership.
WHAT YOU’LL DO
Coach and develop a team of six across two time zones
Own service quality and customer experience
Be the go-to for escalations
Manage rotas to cover UK and Australian hours
Turn service desk data into insight that cuts repeat contact
Improve our processes, tools and knowledge base
WHAT YOU’LL BRING
Proven experience managing a support or service desk team
Strong grasp of incident, request and problem management
Experience reporting on trends and service performance
Flexibility to work early or late for Australian hours
Bonus: SaaS and multi-time-zone experience
WHO YOU ARE
Customer-first, organised, resilient and a natural problem solver.
- 25 days holiday plus bank holidays
- Hybrid and flexible working options
- Private medical cover
- Health cash plan
- Life assurance
- Access to the Calm wellbeing app
- Perkbox employee benefits platform
- Enhanced parental leave
- Cycle to work scheme
- Volunteering days
- Employee Assistance Programme
-Ongoing learning, development, and career progression across the ClearCourse Group
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