Customer Support Team Manager, Coople

£40-45k

+ Stock shares

Mid and Senior level

London

More information about location

2+ days a week in office (Islington, London)

Digital staffing and workforce management platform

Be an early applicant

Digital staffing and workforce management platform

101-200 employees

B2BMarketplaceRecruitmentSaaS

Be an early applicant

£40-45k

+ Stock shares

Mid and Senior level

London

More information about location

2+ days a week in office (Islington, London)

101-200 employees

B2BMarketplaceRecruitmentSaaS

Company mission

To revolutionise the world of work by providing workers with easy access to high-quality flexible jobs that best suit their life commitments: Coople creates the job app to build a better life.

Job

Company

Role

Who you are

1-2 years of team management experience in customer service or a related field
Proven customer service experience in a B2B/B2C environment, ideally within a technology-driven business
Strong customer orientation, with a track record of meeting and exceeding performance targets
Experience using AI to structure and improve workflows
Excellent organizational skills with a structured and solution-oriented mindset
Strong communication and objection-handling skills
Experience with support ticketing systems is a strong plus
Knowledge of HR processes is a strong plus

What the job involves

As a Customer Support Manager, you will be responsible for ensuring the highest quality of Level 1 support for both our customers and Cooplers in the UK market. Your leadership will drive operational excellence, team performance, and customer satisfaction
Lead, motivate and manage the UK Customer Support team, ensuring high performance, engagement and professional development
Oversee team scheduling and staffing, optimising resources to maintain efficiency
Provide continuous coaching and mentorship, driving performance against KPIs and maintaining high CSAT scores
Document, refine and automate team processes with the help of AI to enhance efficiency and service quality
Provide hands-on support to the team in their daily operations, with increased involvement during peak periods or staff absences to ensure seamless service delivery
Gather and relay customer feedback, collaborating with cross-functional teams such as Operations, Commercial, Marketing and Product to improve customer experience
Handle compliance escalations, ensuring cases are directed to the appropriate teams
Recruit, onboard and train new team members, ensuring a smooth integration into their roles

Salary benchmarks

Our take

The Coople app connects those seeking flexible work on the go with the most suitable jobs available through its unique algorithm. Coople provides 100,000+ workers (“Cooplers”) to thousands of businesses. Companies only pay for the hours worked, making Coople a less expensive and seamless alternative to expensive temporary recruitment agencies.

Beyond the staff matching function, the platform provides end-to-end automation of the HR process; from planning, recruiting, on-boarding and hiring to workforce management, payroll and payments. The platform has attracted companies primarily in the Swiss and British markets.

The company's Series C funding in 2019 aided the automation of the online platform and its expansion within existing markets, as well as financing the company’s launch in the Netherlands and beyond. In 2023, Coople launched an AI tool to help companies save time in writing job descriptions. The market for flexible talent is a growing technology opportunity in Europe, and, with its expanded management team, Coople is in a prime position to further strengthen its market leadership.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

54% female employees

-4% employee growth in 12 months

Glassdoor (3.9)

Trustpilot (3.1)

Company

Funding (last 2 of 3 rounds)

Oct 2019

$33.6m

SERIES C

Oct 2018

$21m

LATE VC

Total funding: $78m

Company benefits

Employee Stock Ownership Plan for all employees
Holidays: 8 days above the statutory minimum (28 yearly, excl. bank holidays) and enhanced paid leave (e.g. parental leave, sick leave)
Free lunch and free afterwork team drinks on Thursdays, regular local and company-wide events and celebrations

Company HQ

Old Street, London, UK

Leadership

Viktor Calabrò

(Executive Chairman)

Began his career as a process optimiser in the IT industry and then as an analyst and programmer of management tools at UBS. Before founding Coople, he founded event agency la folie Erlebniskultur.

Hadi Moussa

(CEO)

Hadi brings a wealth of leadership experience to Coople, having worked at some of the world’s most dynamic and innovative digital marketplaces such as Airbnb, Deliveroo and Meta.

Rufus Hood

(Country Manager UK)

Coming from a consulting background, Rufus has previously been able to lead commercial and operations teams to success at companies such as Zencargo.

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