Customer Support Manager, Zinc Work
£45k
+ Zinc shares, issued through the EMI Scheme
2 days a week in office
Automated employee reference and background checking software
Job no longer available
Automated employee reference and background checking software
21-100 employees
Job no longer available
£45k
+ Zinc shares, issued through the EMI Scheme
2 days a week in office
21-100 employees
Company mission
To change the way people prove their work identity.
Role
Who you are
- We’re looking for someone with at least 2-3 years of experience in a leadership within a customer support role, who thrives in fast-moving settings and is comfortable shaping a team that’s still forming
- Experience coaching and growing early-career team leaders and managing performance effectively
- Zendesk Experience (Desirable)
- Able to interpret and act on platform data: workload forecasting, ticket trends, etc
- Analytical Confidence
- Comfortable using Excel/Sheets to track KPIs and inform decision-making
- Strong proficiency in Google Workspace suite
- Collaborative & Clear Communicator
- Able to give feedback, align expectations, and inspire clarity across your team and peers
- Adaptable & Resourceful
- Thrives in ambiguity and fast-paced environments, especially as team processes evolve
- Problem Solver
- Comfortable figuring things out independently and guiding others to do the same
- Strong Leadership & Emotional Intelligence
- Leads with empathy, sound judgment, and the ability to tailor your tone and approach
What the job involves
- Reporting To: Conrad Jones
- At Zinc, we’re building a world-class customer experience and it starts with a leadership team that sets the bar. We are looking for an experienced Customer Support Manager to join our growing function and lead an evolving team dynamic with confidence, clarity, and care
- Reporting into our Head of Customer Success, you’ll work alongside our existing Customer Success Manager and take direct leadership of two Team Leads, supporting them to deliver exceptional service, consistency, and performance across the board
- This is a high-impact role that blends hands on coaching with a sharp analytical edge, this role is ideal for someone who loves growing people, driving standards, and using insight to unlock team potential
- You’ll play a crucial part in shaping the culture and effectiveness of a team that’s over 60% new. You’ll play a pivotal role in embedding scalable service practices, mentoring first-time leaders, and owning the numbers from team KPIs to quality metrics and operational trends
- Expect to lead from the front, support your leads through challenges, and step in on complex escalations when needed
- Coach and develop Team Leads through regular 1:1s, feedback, and leadership support, helping them grow into confident and effective people managers
- Ensure pods consistently meet or exceed service metrics by guiding Team Leads in performance tracking, reviews, and continuous improvement
- Act as the go-to for complex or sensitive customer escalations, while enabling Team Leads to manage issues independently and learn from them
- Identify and implement process improvements that enhance ticket handling, workflow efficiency, and overall service quality
- Partner with the VP of Customer to evolve support strategies and champion new tools or ideas that enhance the customer and team experience
Application process
- Video Exchange
- Talent Discovery Call
- Google Meets Interview
- Zinc Referencing Demo
- Final In Person Interview
- Hired
Salary benchmarks
Our take
The existing processes for referencing and background checking suffer from notable inefficiencies, marked by biases, time-consuming procedures, and an intimidating experience for candidates. Addressing these challenges, Zinc Work aims to solve these processes by introducing an automated reference and background-checking solution.
Setting itself apart in the market, ZinC Work focuses on the user-friendly design of its solution, its swift integration into existing Applicant Tracking Systems (ATS), and its high level of customisation. With a vision to offer a solution for background checks, Zinc covers a spectrum from criminal record checks to financial, education, identity, employment, and reference checks.
Recently securing funding, led by esteemed financial services investor AVP (AXA Venture Partners) and supported by Seedcamp, facilitating the launch of groundbreaking industry initiatives. These include the introduction of the first reusable global Right To Work check, the first Employment verification reference integrated with HMRC, and a background check template library collaboratively contributed to by over 40 Zinc Work customers. This financial injection underscored Zinc's commitment to innovation and reinforced its positon as a trailblazer in the realm of automated reference and background chec king solutions.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
43% female employees
Company
Employee endorsements
Team energy
"Team energy is great, there is lots of positivity and support. Because we only come in 2-3 days a week, when we are in everyone is engaged and happy..."
Funding (last 2 of 3 rounds)
Jul 2023
$6.7m
SERIES A
Mar 2022
$1.4m
SEED
Total funding: $8.5m
Company benefits
- 24 days holiday + Bank Holidays + your birthday off
- Apple laptop and latest tech gear for your home workstation
- £1200 annual benefits allowance (ThanksBen, from month 2)
- Early finish Fridays (16:00)
- Yearly company Retreat - this year in 🇫🇷
- Enhanced Maternity, Paternity, and Adoption Leave (2 months full pay, then statutory)
- Statutory pension with NEST (3% employer, 5% employee)
- Zinc shares, issued through the EMI Scheme
- Unlimited access to MoreHappi coaching
Company values
- Empathy: Seeking to understand your perspective first
- Collaboration: We will work teogether to solve problems
- Empowered: Empowering candidates with information and data
- Speed: We will work to deliver at pace
- Integrity: We are truth seekers, providing transparent information
- Pragmatic: We're a solutions oriented team that seeks to solve
Company HQ
London, UK
Articles
Leadership
Charlotte Lucy Hall
(Co-Founder)Previously a Marketing Manager at Superscript, Podcast Producer at Talent Hacks for Scaleups, and a Marketing Executive at ILTM.
Luke Shipley
(Co-Founder)Previously EMEA Head of Technology at Intelletec for 1 year. Has also co-founded stitch Leggings and Lean Lychee.
People progressing
He was a regular soldier in the Army, after leaving and studying he joined Zinc as an SDR (After a spell gold diving in FLorida). Having come in with no experience he has promoted fast through Zinc.
Tiasha joined Zinc way back in 2021, she highlighted that she wanted to work in Account Managment and has worked hard to make this career change happen.
Diversity, Equity & Inclusion at Zinc Work
- We currently do not record LGBTQIA+ status: our team is small, which means data is hard to anonymise.
- As of January 2024, 48% of the Zinc team are Ethnic Minorities.
- We offer flexible working for everyone from day one.
- Accommodations are available for everyone, regardless of status and never need to be justified: this is outlined in our DEI Statement which is accessible to all employees.
- We offer prayer space at our co-working offices, and flexible diary arrangements for employees to keep their faith.
- We’ve created a ‘Manual of Me’ page in our company Notion: to help foster understanding and allow team members to advocate for their communication style and work patterns.
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