Log My Care is transforming social care through technology, helping care homes and home care agencies digitise their operations. We’re looking for a Senior Customer Support Manager to lead our support team, scale operations, and deliver outstanding customer experiences.

The Role

You will manage and coach a team of support executives, optimise customer support workflows, and build systems and processes to scale our operations. You’ll own escalation resolution, process improvements, knowledge management, and support readiness for product releases.

Key Responsibilities

Lead and grow a team of support executives: hire, onboard, train, and develop talent.
Plan team capacity, scheduling, and coverage based on forecasted ticket volume.
Oversee support workflows in tools like Intercom: ticket routing, escalations, SLAs, tagging, and process documentation.
Handle complex escalations, coordinating with Product and Engineering for timely resolution.
Drive operational improvements: evaluate and optimise tools, processes, and identify bottlenecks.
Create and maintain self-service support content: FAQs, help articles, guides.
Prepare the support team for product releases: training, knowledge base updates, tutorials.
Track support metrics (response time, resolution rate, CSAT, NPS); analyse trends and share insights with leadership and product teams.

What You’ll Bring

4+ years in customer support with at least 2 years in a management or leadership role, ideally in a SaaS or B2B context.
Experience designing support processes, optimising workflows, and scaling support operations.
Familiarity with tools like Intercom, HubSpot, ChargeBee; data-driven mindset to use analytics for improvements.
Ability to handle complex customer issues, communicate with senior stakeholders, and coordinate cross-functionally.
Startup mindset: comfortable working in fast-paced, evolving environments.
Passion for mission-driven work, especially in the care or regulated sectors (preferred but not required).

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