Senior Customer Support & Onboarding Manager

Job DescriptionAre you a strategic, people-first leader with a passion for delivering exceptional customer experiences?Transport Exchange Group (TEG) is seeking a results-driven Senior Customer Support & Onboarding Manager to lead and inspire our Support, Onboarding, and Customer Experience teams. This is a pivotal role focused on optimising the entire post-sale journey, from seamless onboarding to proactive support and customer advocacy.About Us:Transport Exchange Group (TEG) established 25 years ago, is a rapidly growing B2B software (SaaS) company dedicated to providing cutting-edge solutions for the logistics and transportation industry. With ongoing investment in new products, we offer the excitement and innovation of a start-up coupled with the stability and benefits of an established business. We have presence in the UK, India and Ukraine.As part of our growth, were committed to delivering a best-in-class customer experienceand that starts with you.Responsibilities:As Senior Customer Support & Onboarding Manager, you will play a key leadership role in shaping and delivering our customer journey strategy:Leadership & StrategyLead, coach, and develop the Customer Support, Onboarding, and Customer Experience teams.Set strategic direction and align team priorities with broader business goals.Champion a customer-first culture, ensuring an exceptional journey from onboarding to long-term engagement.Collaborate with Sales, Product, and Marketing to deliver consistent, cross-functional initiatives.Drive improvements in CSAT, NPS, Trustpilot, and Google Reviews.Customer SupportOversee the Support function to deliver fast, empathetic, and high-quality assistance.Monitor key metrics (e.g. First Response Time, Resolution Time, CSAT) and drive continuous improvement.Manage critical escalations and ensure smooth operational performance.Standardise scalable support processes to ensure consistency and excellence.OnboardingWork with the Onboarding Manager to deliver tailored onboarding strategies.Reduce time-to-value and increase early-stage product adoption.Identify common challenges and implement proactive solutions.Leverage customer insights to refine and scale onboarding processes.Customer ExperienceGuide the Customer Experience Manager in capturing and actioning Voice of the Customer (VOC) feedback.Increase customer advocacy through reviews, testimonials, and success stories.Partner with Product to prioritise improvements based on customer needs.Lead the execution of reputation and sentiment strategies across review platforms.Data, Insights & ReportingAnalyse performance data to identify trends, root causes, and areas for optimisation.Prepare and present insights and dashboards to senior stakeholders.Use VOC to influence product roadmap and service enhancements.Team DevelopmentMentor your managers to build and lead high-performing, collaborative teams.Cultivate a culture of accountability, continuous learning, and innovation.Ensure teams have the right tools, training, and resources to succeed.Conduct performance reviews and align individual growth with business objectives.Skills and Experience Required:Proven experience in leading Customer Support and/or Onboarding teams, ideally in SaaS or techDeep customer-centric mindset with strong commercial awarenessExperience working towards KPIs such as CSAT, FRT, NPS, retention, and product adoptionExceptional leadership, coaching, and team-building skillsAbility to collaborate cross-functionally and influence at all levelsSkilled in ticketing platforms (e.g. Zendesk) and CRM systemsResilient, detail-oriented, and highly organisedStrong analytical, problem-solving, and reporting abilitiesExcellent communication and interpersonal skillsWhat we can offer you: 25 days paid annual leave plus bank holidays Christmas Shutdown Pension scheme Regular Company Events Critical Illness Cover Private Medical Insurance Life Assurance Employee Assistance Program Continuous Professional Development Salary - From 42,000, dependent on experience. Don't meet all the requirements?TEG values diverse perspectives and are committed to building an inclusive workplace. We are committed to a diverse and inclusive workforce. We are an equal opportunities employer and welcome applications from individuals of all backgrounds. We do not accept unsolicited applications from recruiters or agencies.If you require any reasonable adjustments to enable you to complete your application or would like us to apply reasonable adjustments when reviewing your application, please contact our HR team as soon as possible to discuss your needs.Ready to make a difference to customers every day? Apply now and help shape the future of service at TEG.

Created: 2025-07-03