Support Queue and Quality Review
Senior · Customer Support Manager · Hybrid · Norwich
- Company
- Home-goods retailer with stores in six countries · 51–200 employeesCL-63848 · based in Norwich
- Where
- Hybrid · Norwich
- Format
- Regular role
- Time needed
- 3–7 h a week
- Start
- Starts next week
- Level
- Senior · 5-10 years
- When you work
- Early mornings2 h a week overlap with UK time
231 tasks of this type completed on Deftridge
About this task
This Home-goods retailer with stores in six countries (51–200 employees) is looking for a senior Customer Support Manager for an ongoing part-time engagement of 3–7 h a week. Reviews tickets, coaches agents and keeps response times on target.
The company wants a senior person on this without carrying the cost of a full-time role. It is a retailer with stores and an online channel, and the team works to a weekly trading rhythm.
The team sits in Norwich. Everything can be done remotely; an occasional visit is welcome and never required for the first month. The company prefers early-morning hours, before a normal working day starts. About 2 hours a week should overlap with the team's day (UK time).
What you deliver
- Review 40 tickets a week, coach the team on three themes and report response and resolution times.
- A written update every Wednesday with what was done, what is next and anything blocked
- A short handover note when the engagement pauses or ends
- Questions collected in one thread, answered within one working day
What a week looks like
- Friday: pick up the queue and confirm priorities
- Midweek: two short working sessions of one to two hours
- Wednesday: update sent before the company's end of day
Duration: 12 weeks, renewable. Accepted when the company contact confirms the deliverable against the written checklist. One round of edits is included.
Tools
Who fits
- 5-10 years of hands-on work as a Customer Support Manager, or the equivalent mix of roles
- Comfortable working in Zendesk and Intercom
- Your own work history stays private; the company sees a first name, your field and a rate
Nice to have
- Comfortable explaining numbers or decisions to a non-specialist reader
- Has worked with a distributed team across time zones
Not included
- Managing other contractors or employees
- Anything that needs a signature in your own name unless the brief says so
- Work outside the scope written in the brief; extra items are quoted separately
How you get paid
- The company prepays Deftridge before your first hour, so payment does not depend on a late invoice.
- Deftridge pays you in GBP after the company confirms the hours or the deliverable. The payment date is written in your task agreement.
- You work as an independent contractor: you report your own income, and your recruiter sends the statements your accountant needs.
- You never chase the company. Questions about money go to Deftridge.
What happens after you say you're interested
- Within one working dayA recruiter writes to you to confirm your hours and the rate you want.
- You agree the rateYou and the recruiter fix an exact rate inside the company's range. You decide whether to go ahead.
- With your written OKThe company sees the anonymous profile below. Most companies answer within three working days.
- StartYou sign the task agreement and the company's confidentiality terms through Deftridge, and begin on the date above.
What the company sees about you
First name, field, experience, tools and the hours you offer. Not your surname, your employer or your contact details.
- Experience
- 5-10 years in operations & assistance
- Tools
- Zendesk, Intercom
- Offers
- 5 hours a week, weekday evenings
- Rate
- £24 an hour, agreed with the recruiter
How this rate compares
The midpoint of this range, £24 an hour, is above the median senior Customer Support Manager rate in East of England (£23). The shaded band is the 25th to 75th percentile of the market.
All Customer Support Manager jobs in United Kingdom · Customer Support Manager rates in East of England · Operations & Assistance jobs
Questions about pay and privacy
The rules are the same for every task. Pricing explains the 15% fee, prepayment and when you are paid; How it works covers matching, what the company sees and side work next to a job.
CL-63848 is the Deftridge code for this company. Its name is shared only after you agree to an introduction, and you decide whether to go ahead.