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Greater London, England, United Kingdom
Hybrid
Not Available
We're looking for a proactive, people-first CX Support Manager to own day-to-day leadership of our UK Customer Experience team, sitting between our London and NYC based CX Leads and our Associate Director of CX Support who is based in NYC. This is a high-impact role for someone who's outgrown pure frontline leadership and is ready to own team performance, translate CX strategy into tactical execution, and manage people who themselves manage people. You'll lead across two offices, with a team split between London and NYC and a direct line to CX leadership in New York.
You'll manage and develop a team of CX Leads and Agents supporting TTG, owning queue and staffing plans, conducting performance evaluations, and making day-to-day decisions within the guardrails set by CX leadership — escalating the complex or cross-brand calls rather than owning global strategy yourself. You'll partner closely with Ops, Product, and Data to keep pushing AI and automation into the workflow, and you'll stay close enough to the queue to know what's actually happening with customers.
We aren't looking for someone who just oversees a dashboard — we need a leader who develops their CX Leads the way a strong CX Lead develops Agents, who can turn a strategic goal into a concrete plan, and who steps into the queue when it matters.
Please note: this is a full-time role and qualified candidates must be based in or near London and have the right to work in the UK. We encourage collaboration by working a minimum of 2 days per week in the office, with flexibility for the rest of the week. Occasional evenings, weekends, and on-call coverage may be necessary, including overlap with our New York-based CX leadership team.
🎯 CX Performance & SLA Ownership → Own CSAT and SLA targets for the UK team through coaching, performance tracking, and capacity planning across CX Leads and Agents.
👥 Team Development & Performance Management → Conduct performance evaluations and development plans for CX Leads, ensuring they're equipped to coach their own Agents effectively.
🔁 Tactical Process Ownership → Translate CX strategy set by leadership into concrete workflows, staffing plans, and process changes — making decisions within established guidelines and escalating what falls outside them.
🤝 Cross-Team & Cross-Region Collaboration → Partner with CX Ops, Product, and Data teams, and stay aligned with the global CX Support leadership team on consistency across brands.
📝 Documentation & Knowledge Management → Own CX documentation and knowledge base content, keeping it accurate and usable while staying consistent with global and retailer standards.
Manage, coach, and develop a team of CX Leads and Agents in both our NYC and London offices, conducting regular 1:1s, performance reviews, and development plans.
Own queue and staffing management for the CX team, including coverage planning, workload distribution, and escalation routing.
Translate CX strategy into tactical plans and day-to-day workflows for your team, escalating complex or cross-brand issues to the Associate Director of CX Support who is based in NYC
Manage L2 escalations with clarity and empathy, and coach CX Leads to independently own L1 escalations.
Monitor team performance and customer insights — CSAT, FCR, QA trends — identifying opportunities to improve support effectiveness.
Partner with Ops, Product, and Engineering teams to refine workflows and push forward AI/automation improvements that reduce friction for both the team and customers.
Own and maintain CX documentation and knowledge base content, ensuring accuracy and consistency with global resources.
5-6 years of experience in customer experience or support, including 2+ years directly managing a team — ideally with experience managing leads/supervisors, not only individual contributors.
A track record of conducting performance evaluations and coaching people leaders, not just frontline specialists.
Experience translating strategic direction into tactical plans: workflow design, staffing, and process improvements.
Strong written communication skills, with experience owning CX documentation and knowledge base content.
Confidence in managing escalations and high-stakes customer interactions, and coaching others to do the same.
A collaborative, cross-functional mindset, with experience partnering with Ops, Product, or Data teams.
Genuine enthusiasm for AI and automation as tools to scale support without losing the human touch.
Comfort working in omnichannel support systems; Gladly experience a plus.