⌘ Role Overview

The Global Customer Support Manager owns the overall performance, structure and execution of Customer Support globally. This role is responsible for managing and developing Customer Support Team Leads, ensuring operational excellence across regions, and delivering a consistent, high-quality customer experience at scale.

Reporting directly to the Head of Customer Experience, this role translates CX strategy into execution. The Global Manager ensures that Customer Support runs smoothly day-to-day, scales effectively, and continuously improves.

⌘ Key Responsibilities

Leadership & People Management

• Directly manage a team of Customer Support Team Leads.
• Set clear expectations, goals, and accountability for Leads.
• Conduct regular 1:1s, performance reviews, and development planning.
• Coach Leads on people management, decision-making, and operational ownership.
• Ensure consistent leadership standards and behaviours across teams.

Global Support Operations

• Own global Customer Support performance across all regions and channels.
• Ensure SLA adherence, quality standards, and coverage at a global level.
• Oversee workload balancing and staffing strategies across teams.
• Act as the escalation point for high-impact, sensitive, or cross-team issues.
• Ensure operational continuity during peak periods or organisational change.

Operational Excellence & Continuous Improvement

• Drive consistency in processes, quality standards, and customer experience globally.
• Partner with CX Enablement to ensure tools, workflows, and automation support operational needs.
• Identify systemic issues and lead initiatives to improve efficiency, quality, and scalability.
• Ensure best practices are documented, adopted, and reinforced across teams.

Performance Management & Reporting

• Own global support KPIs (CSAT, SLAs, response time, resolution time, backlog, etc.).
• Translate data into clear priorities and actions for Leads.
• Surface trends, risks, and improvement opportunities to the Head of CX.
• Ensure performance conversations are data-informed and outcome-driven.

Cross-Functional Collaboration

• Represent Customer Support in cross-functional discussions with Product, Tech, Trust & Safety, and Operations.
• Ensure customer insights from Support inform product and operational decisions.

⌘ Expected Outcomes

Within 6–12 months, success looks like:

• Customer Support operates smoothly at a global level.
• Customer Support Team Leads are confident, effective managers who own their teams and outcomes.
• Consistent support quality and experience across regions and shifts.
• Clear visibility into performance, risks, and opportunities.
• Scalable structures and processes that support continued growth.
• Reduced operational firefighting and increased focus on proactive improvement

⌘ Skills & Competencies

• Strong people leadership and coaching skills.
• Proven experience managing managers.
• Strategic thinker with strong operational execution.
• Comfortable making decisions in complex, fast-moving environments.
• Data-driven, with the ability to translate metrics into action.
• Clear, direct communicator with teams and senior leadership.
• Ability to balance customer empathy with business and operational priorities.
• High level of ownership and accountability.

⌘ Required Experience

• 5+ years in Customer Support or Customer Experience roles.
• Prior experience managing Customer Support Leads or Managers.
• Experience operating global or multi-region support teams.
• Strong familiarity with support tooling (e.g. Zendesk)
• Experience in scaling support operations in a growing organization.
• Fluency in English required.

⌘ What’s in it for you?

• A front-row seat in an exciting, fast-growing start-up.
• Employee stock options.
• The opportunity to develop your position and responsibilities as Timeleft grows.
• Take part in Timeleft dinners and see for yourself the impact we have on people's lives.
• Help fight the loneliness epidemic in big cities.

⌘ Recruitment process

• Introduction Interview (30min): A conversation with Talent Acquisition Lead to discuss your experience, career goals, and how they align with our mission at Timeleft.
• Business Interview (30min): Discussion with Head of CX, your future manager, about the details of the job, expected outcomes and mutual fit.
• Skills evaluation (45min): Hands-on session with Head of CX to dive deeper in your skill set and evaluate the impact you could have.
• Final interview (30): Discussion with the VP Product focused on product partnership, communication, and business impact.