Customer Support Manager, tem
£66.4-76.9k
+ Stock options
Energy transactions platform for renewable energy
Open for applications
Energy transactions platform for renewable energy
101-200 employees
Open for applications
£66.4-76.9k
+ Stock options
101-200 employees
Company mission
Rebuilding the energy transaction system, making it transparent and fair.
Role
Who you are
- 2-3+ years leading or managing a small support team, ideally somewhere fast-moving
- A track record of delivering measurable improvements to support metrics like AHT, response times, and understanding how voice systems integrate into a wider channel mix, alongside other channel experience such as chat and whatsapp
- A leader people genuinely want to work for - approachable, connects with the team, pushes them forward
- Proactive by instinct - finds and solves issues before they're flagged, rather than waiting for them to be raised
- Confidence handling complex second-line cases personally when needed
- If you’re excited about this role but not sure you meet every requirement, we’d still love to hear from you. Your unique perspective could be exactly what we’re looking for
Desirable
- Experience in a regulated industry
- A genuine passion for high service standards
What the job involves
- You will report into the CX lead
- This role owns delivery of our core support improvement projects - not the whole function's strategy, but the specific milestones (AHT reduction, the phone systems rollout, tightening the complaints process) that need someone accountable for getting them done, on time and to a high standard. It sits inside Buy
- Own delivery of the AHT reduction project, working to plan and to target
- Lead the phone systems rollout as a discrete project, working closely with our AutOps team
- Own and run our complaints process end to end
- Lead a small team of direct reports day to day, coaching them to hit targets and hold our standards
- Track support metrics closely (AHT, first response time, complaint resolution) and flag risks to hitting them early
- Spot issues proactively and act on them before they're flagged, rather than waiting to be told
- Build and improve automations that remove friction from the support process
- Unravel complex second-line cases that need a steady, experienced hand
- Work at pace, without letting speed compromise quality
Application process
- We move fast. Most processes take 2 to 3 weeks from first chat to offer. If you need us to adapt anything, let us know
- Intro call with Talent, 30 minutes
- Hiring Manager interview, 60 minutes
- Skills interview with cross-functional leaders, 60 to 90 minutes, including a practical exercise
- Culture Add interview with leadership stakeholders, 45 minutes
Our take
tem is a next-gen energy transactions company that changes the way renewable energy is bought, sold and powered. Rebalancing the playing field away from "Big Energy", tem creates affordable, traceable and smart energy transaction management tools.
The company provides businesses and consumers with access to the same financial benefits as Big Energy companies by distributing its own purchased energy to customers. Once they’re signed up, customers are matched with a suitable generator, and the tem platform helps execute contracts, take payments, and manage invoicing.
This is a truly disruptive concept, and is proving to be a successful one. tem currently processes over £50 million in direct transactions and saves millions for over 1000 UK businesses wanting to switch from traditional utilities tied to the wholesale market. Whilst UK consumers are notoriously hesitant to switch providers, recent soaring energy prices is luring many into giving it a go.
Steph
Company Specialist at Welcome to the Jungle
Company
Employee endorsements
Challenging work
"The projects I have worked on at tem. have involved solving greenfield problems. Each project has challenged me in a different way keeping the work..."
Funding (last 2 of 3 rounds)
Sep 2024
$13.9m
SERIES A
Jun 2023
$3.4m
SEED
Total funding: $17.4m
Company benefits
- 25 days holiday
- Day off on your birthday
- Fully remote - expect quarterly meet ups with your team
- Personal office budget £1200 / 1400€ per year
- Paid for company trip twice a year. Previous locations included Barcelona, Budapest and Marrakech.
- Wellbeing allowance of £150 / 170 € per month to spend on your wellbeing
- A generous options (stock) package
- Salary benchmarking twice a year. We aim to pay at the upper percentile (75th percentile) of the market, using London-based benchmarks. One of our core pay principles is “Same work. Same base pay.” This means we use spot rates instead of broad salary bands: everyone doing the same role at the same level earns the same base salary.
Company values
- Innovate with purpose
- Go all-in
- Keep it real
Company HQ
Nine Elms, London, UK
Articles
Leadership
Joe McDonald
(Co-Founder & CEO)Resident CEO, Joe leads the creative vision behind tem. the brand, product and its platform. He is a passionate visionary who loves to climb mountains and has the most adorable dog.
Jason Stocks
(Co-Founder & Chief Commercial Officer)Jason is a world-class commercial leader with proven track scaling up high performing diverse teams. He is also a power house of high energy, high enthusiasm and a secret scuba diver instructor.
Bartlomiej Szostek
(Co-Founder & CTO)Bartek is an innovative programmer, with a craving for maximum performance, clean code and good architecture. He has a very cute baby girl who loves to join in on our calls - we’re training her young!
Ross Mackay
(Co-Founder)Data scientist, software engineer + physics whizz - Ross currently lives in the west country and will beat you hands down in a game of monopoly deal.
Diversity, Equity & Inclusion at tem
Charlie Stephenson (Head of People)
- Tem is all about championing small business communities, fighting for transparency and advocating for fairness in the broken energy sector. We put these principles at the heart of our business model and work hard to ensure our platform is accessible and simple for all.
- We're fully remote to ensure everyone can thrive in an environment that works best for them. Whether you prefer working from home in a Disney onesie or going to a bustling cafe, we support whatever helps you be your most effective self. Being fully remote also means we're lucky enough to hire team members from different countries and cultures and we spend time every Monday having a social call to share what makes us tick.
- We care about you and live our value of keeping it real. This means actively seeking your feedback through quarterly pulse surveys and implementing initiatives that truly matter to you. Anyone who joins us has a voice and one that is heard and valued.
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