Support Queue and Quality Review · Retail

About this task

This retail chain selling outdoor gear (501–1,000 employees) is looking for a director 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.

Workload peaks and dips, so a few fixed hours a week fit better than a full-time seat. It is a retailer with stores and an online channel, and the team works to a weekly trading rhythm.

The work is fully remote. Any location in United Kingdom works, with a few hours of overlap with the team's day. Most people do this on weekday evenings; replies inside the working day are not expected. About 2 hours a week should overlap with the team's day (UK time).

What you deliver

• Review 50 tickets a week, coach the team on three themes and report response and resolution times.
• Questions collected in one thread, answered within one working day
• Work logged against the agreed list, so the company contact can see progress without a call
• A written update every Monday with what was done, what is next and anything blocked

What a week looks like

• Friday: 15-minute check-in to agree the week's items
• Thursday: main working block (2 hours)
• Monday: hand-off note with what shipped and what is open

Duration: 12 weeks, renewable. Accepted when the output matches the agreed checklist and the sample check passes; the recruiter confirms by e-mail.

Tools

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

1. Within one working dayA recruiter writes to you to confirm your hours and the rate you want.
2. You agree the rateYou and the recruiter fix an exact rate inside the company's range. You decide whether to go ahead.
3. With your written OKThe company sees the anonymous profile below. Most companies answer within three working days.
4. 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.

How this rate compares

The midpoint of this range, £32 an hour, is above the median director Customer Support Manager rate in the United Kingdom (£30). 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 United Kingdom · 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.