About the job
Brighte is on a mission to make consumer energy resources affordable and accessible for everyone. As a Customer Support Manager, you will lead a high-performing team to shape exceptional customer experiences and drive meaningful impact. The focus is on ensuring every customer feels genuinely supported, especially those in vulnerable situations, while fostering a culture of empathy and excellence within the team.
You'll be responsible for
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Owning end-to-end contact centre performance
You will deliver to key service targets and maintain a strong operating rhythm that drives continuous improvement, balancing efficiency, service quality, compliance, and agent wellbeing.📊
Forecasting demand and ensuring consistent coverage
Refine rostering and capacity models to support growth without compromising standards across business hours, after-hours, and weekends.✅
Leading quality, compliance, and customer experience frameworks
Ensure high-quality interactions and support for customers experiencing vulnerability or financial hardship, while partnering with Risk, Compliance, and Lending to embed regulatory requirements.Key criteria
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Customer support leadership experience
Significant experience leading customer support or contact centre operations.View
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Performance against KPIs
Demonstrated success owning and delivering performance against contact centre KPIs.View
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Experience with distributed teams
Experience leading offshore or geographically distributed teams, especially in the Philippines.View
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