Customer Service Manager

JOB DESCRIPTION:

We are looking for a proactive and highly organised Customer Service team member to join NOQ. The successful candidate will be responsible for ensuring the smooth running of our customer support operations across all platforms, with a strong focus on maintaining a clean and efficient Hubspot ticketing system, reporting on key performance indicators (KPIs), and ensuring prompt resolution of client issues. This role also involves collaborating with Account Managers and Product Team members, continuously improving support processes, and managing the sourcing and training of 24/7 customer support agents.

Type of Employment: Full-time

Salary: £30,000–£35,000

Location: London – office-based

Start Date: ASAP

RESPONSIBILITIES:

• Maintain a clean and organised Hubspot ticketing system, ensuring timely follow-up and closure of support requests
• Ensure ticket responses and resolutions consistently meet the SLAs outlined in our Terms & Conditions
• Monitor, track, and report on Customer Support KPIs, providing insights and recommendations for improvement
• Assign tickets to relevant Account Managers or departments as needed, ensuring correct routing and resolution
• Liaise with the Product team when tickets relate to bugs, feature requests, or platform improvements
• Develop and refine internal support processes to improve response times, customer satisfaction, and overall efficiency
• Identify gaps in support coverage and source 24/7 customer support resources when required
• Train and onboard new customer support staff, ensuring consistent service standards across all shifts and regions
• Work closely with Account Management and Implementation teams to ensure client expectations are met
• Maintain and update Customer Support documentation, FAQs, and support guidelines
• Gather and analyse customer feedback to identify trends and propose actionable improvements
• Act as an escalation point for complex or unresolved support issues

REQUIREMENTS:

• Detail-oriented with excellent organisational and time management skills
• Proven experience with Hubspot or other CRM/ticketing systems
• Strong analytical skills and ability to present support performance data clearly
• Excellent communication skills, both written and verbal
• Proven experience in a customer-facing support role, ideally in a tech or SaaS environment
• Demonstrated ability to train, lead, or manage support staff or external partners
• Ability to work independently and handle multiple priorities in a fast-paced setting
• A collaborative mindset with a passion for improving customer experiences
• Understanding of SLAs, support workflows, and escalation processes
• Comfortable communicating with cross-functional teams
• Experience in the events, hospitality, or tech industry is a plus

This role is central to delivering a world-class customer experience at NOQ. The ideal candidate will thrive in a fast-paced environment and play a key role in shaping the future of our customer support function. If you are passionate about delivering excellence and want to grow with a dynamic team, we would love to hear from you. Please send your CV and cover letter to jobs@noqgroup.com