Senior Customer Support Manager - UK Market Expansion

🏢 ABOUT THE COMPANY

Yelp was founded in 2004 with a mission to connect people with great local businesses. Today, Yelp is one of the world's most trusted review platforms with over 45 million business listings across the globe. With a team of over 9,000 employees, Yelp is a dynamic and fast-paced environment that values innovation, collaboration, and customer satisfaction. Our culture encourages creativity, experimentation, and continuous learning, allowing our employees to grow and thrive in their careers.

🎯 ROLE OVERVIEW

As the Senior Customer Support Manager of our UK Market Expansion team, you will be responsible for leading a team of customer support specialists in providing exceptional support to UK businesses and users. You will report directly to the Regional Director of Customer Support and work closely with cross-functional teams, including Product, Marketing, and Sales. Your primary goal will be to ensure that our customers receive timely, accurate, and helpful responses to their inquiries, resulting in increased customer satisfaction and loyalty.

📋 KEY RESPONSIBILITIES

Develop and implement customer support strategies to meet the needs of UK businesses and users.

Lead a team of 5-7 customer support specialists, providing guidance, training, and coaching to ensure high-quality service delivery.

Collaborate with cross-functional teams to resolve customer issues and improve overall customer experience.

Conduct regular performance reviews, provide feedback, and develop growth plans for team members.

Identify and implement process improvements to increase efficiency and reduce customer wait times.

Analyze customer feedback and metrics to inform business decisions and drive product development.

Develop and maintain relationships with key stakeholders, including UK businesses, users, and partners.

Stay up-to-date with industry trends and best practices in customer support, adapting and implementing new strategies as needed.

Provide input on business decisions, including resource allocation and budgeting.

✅ REQUIRED QUALIFICATIONS

5+ years of experience in customer support management, with a proven track record of success in a fast-paced, dynamic environment.

Excellent leadership and communication skills, with the ability to inspire and motivate a team.

Strong analytical and problem-solving skills, with the ability to identify and implement process improvements.

Experience with customer support software, including ticketing systems and helpdesk tools.

Ability to work collaboratively with cross-functional teams, including Product, Marketing, and Sales.

⭐ PREFERRED QUALIFICATIONS

Bachelor's degree in Business Administration, Communications, or a related field.

Experience working in a SaaS environment, with a focus on customer success and support.

Certification in customer support or a related field, such as ITIL or CX.

Fluency in a second language, with a focus on UK business markets.

💰 WHAT WE OFFER

Competitive salary range of £50,000 - £80,000 per annum, depending on experience.

Comprehensive health insurance, including medical, dental, and vision coverage.

Retirement plan, including employer matching and contribution.

Flexible vacation policy, with 20-30 days of paid time off per year.

£1,000 annual learning and development budget, with opportunities for professional growth and development.

Hybrid work policy, with a focus on flexibility and work-life balance.

About 50-70 employees on the UK Market Expansion team, with a strong focus on collaboration and teamwork.

📨 HOW TO APPLY

Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. We look forward to hearing from you and exploring how you can contribute to our dynamic team!

📋 Job Details

Job Type	🌐 Remote
Location	Remote, GB
Address	123 Regent St, W1B 5TF
Salary	GBP 50,000 – 80,000 / year
Industry	General
Company	Yelp
Valid Until	2026-10-13

📨 How to Apply

Submit your updated CV and a brief cover letter to Yelp. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.