Salary: 50 000 - 60 000
Industry: HEALTH Tech + INSURANCE
Contract: full time
LOCATION: Mostly Remote; London, Marylebone
COMPANY SIZE: Less than 10
Information on the company
Our client is a purpose-driven health insurance business created exclusively for people aged 60 and above. The focus is on providing cover that is simple, transparent, and genuinely supportive. The company believes later life should be met with optimism, dignity, and practical solutions — not complexity.
DAY TO DAY…
The company is hiring its first Customer Service Manager to build and lead the customer support function from the ground up. This role combines leadership with hands-on customer support, especially in the early stages before the team is fully established.
You will be responsible for recruiting and developing the customer support team, defining processes and service standards, and ensuring the company’s values are consistently demonstrated. You’ll mostly work from home, with occasional time in London for training and team sessions.
The business is guided by a set of clear values. In this role, you will:
Think creatively: Ask questions, challenge existing assumptions, and help redesign what excellent customer support should feel like for people in their 60s and 70s.
Act with respect: Treat every customer and colleague with patience and dignity, always listening and learning.
Communicate clearly: Explain policies in simple, understandable language and share feedback transparently.
Stay optimistic: Face challenges with positivity and resilience, supporting both colleagues and customers with confidence.
Be pragmatic: Balance creativity with what is feasible, identifying solutions that genuinely help customers.
Key Responsibilities
Leadership & Team Building
Recruit, train, and mentor the first CSEs.
Provide day-to-day coaching, guidance, and performance feedback.
Build a culture of respect, transparency, optimism, and creative problem-solving.
Operations & Process Development
Create and refine customer support processes, workflows, and knowledge bases.
Define success metrics and service standards.
Establish escalation routes and handle complex or sensitive cases.
Hands-On Customer Support
Deliver direct customer support across all channels.
Step in during holidays, busy periods, or escalations.
Model excellent support behaviours for the team.
Cross-Functional Collaboration
Work with Marketing and other teams to help turn customer insights into improvements.
Advocate internally for changes that improve the customer experience.
Contribute to broader customer experience initiatives.
The ideal candidate…
Strong proficiency in data analysis and experimentation: comfortable with datasets, A/B testing, interpreting results, and developing strategic recommendations.
Solid understanding of the e-commerce ecosystem: funnel dynamics, acquisition, retention, lifecycle marketing, subscription models, etc.
Strong knowledge of lifecycle marketing: mapping customer journeys, identifying key touchpoints, optimising for repeat purchases and reducing churn.
Excellent interpersonal and communication skills: able to build rapport with brand clients, present results effectively, and influence decision-making.
Strong organisational abilities: able to manage end-to-end client campaigns, balance multiple projects, and maintain quality and accuracy.
Ownership mindset: proactive, accountable, and committed to driving improvement and outcomes.
Customer-first mentality with genuine investment in client and company success.
Entrepreneurial mindset and comfort working in a fast-moving environment.
What Success Looks Like (6–12 Months)
A small, high-performing CSE team is in place and operating effectively.
Clear, documented processes and procedures exist and are already driving improvements.
Customer support metrics (response times, resolution rates, satisfaction) meet or exceed targets.
Escalations are handled smoothly, with customers feeling heard and fairly treated.
Team members feel supported, aligned to the values, and motivated.
The CSE function is recognised internally as a trusted partner.
IDEAL CANDIDATE
A natural leader who enjoys building teams, processes, and culture from scratch.
Experience managing customer support or customer-facing operational teams, preferably in financial services or regulated industries.
Skilled in handling sensitive or complex customer issues.
Strong in process design, KPIs, and service standards.
Excellent communicator with strong people-leadership skills.
Adaptable, curious, and proactive with a growth mindset.
WHY JOIN?
This is an opportunity to:
Build and shape the customer support function from day one.
Play a pivotal role in defining the customer experience for a new business.
Work in a culture rooted in respect, transparency, optimism, curiosity, and pragmatism.
Grow your leadership career while staying close to customers.
Make a meaningful difference in how people experience health insurance in their 60s and 70s.
You’ll do more than answer queries — you’ll help build an entirely new customer experience, where every interaction genuinely supports people in later life.
Flexible part-time hours designed around your life.
Fully remote working, with occasional in-person sessions in London.
Comprehensive training and ongoing support.
A culture that values your experience, voice, and ideas.
Competitive salary and benefits.