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Role SummaryEatClub is seeking a dedicated and enthusiastic Customer Support Manager to manage and champion our vibrant support team across the UK and Australian customer base. In this pivotal role, reporting directly to the COO, you will be responsible for the day-to-day management and smooth operation of our customer support function, ensuring both our diners and restaurant partners receive the outstanding service that EatClub is known for. You will be very hands on, keen to learn and get stuck into the challenges, as we shape the next phase of EatClub's customer service excellence together. This role requires an start-up mindset eg. an action orientated driver who is comfortable working in hospitality during our busiest times; supporting our restaurant partners and customers when they need us most.About UsEatClub is a fast-growing tech company with global ambitions. Founded in 2016 by hospitality insiders, with shareholder and celebrity chef Marco Pierre White, the app has transformed how people eat-out across Australia and is used by over 3,000 restaurants, serving +2M happy customers.Our mission within hospitality is to make more venues profitable through dynamic pricing; similar to the transformation witnessed across the hotel & airline and multiple other industries. You can read more here: firmly believe that one of our greatest superpowers, and a key ingredient to our success, is our exceptional customer support. We pride ourselves on creating positive experiences for every user. We are passionate about food, technology, and upholding this high standard of service in every interaction.EatClub arrived in London April 2025 — and we’re looking for smart, ambitious early team members with a passion for London's scene to say "Yes-Chef" and join our rocket ship. If you’re hungry to make an outsized impact, thrive in fast-moving environments, and love early-stage, hands on, team work please read on.CultureWe’re a tight-knit, high energy team that loves what we do. We combine moving fast with high standards and believe that's helped us achieve our current success. We value ownership, simple direct communication, innovation, and resilience. We dream big, execute fast, and make sure we enjoy the ride.Key ResponsibilitiesTeam ManagementOversee the daily operations of the customer support team, ensuring efficient and effective handling of all customer (diner and restaurant) inquiries and issues via various channels (e.g., phone, email, chat, social media).Provide guidance, coaching, and mentorship to support team members, fostering a positive, motivated, and high-performing team environment.Manage team schedules to ensure adequate coverage, especially during peak restaurant service hours (evenings and weekends).Talent and Performance ManagementCollaborate in setting clear performance goals and KPIs for the support team and individual members.Monitor team performance, providing regular feedback, and conducting performance reviews.Identify training needs and assist in the development and delivery of training programs to enhance product knowledge, system proficiency, and customer service skills.Process Improvement & ImplementationProactively identify opportunities for improvement within customer support processes, workflows, and tools.Develop and implement strategies to enhance service quality, efficiency, and customer satisfaction.Work collaboratively with other departments (e.g., Sales, Marketing, Tech) to address recurring issues and improve the overall customer journey.Customer Advocacy & Service ExcellenceAct as a point of escalation for complex customer issues, ensuring timely and satisfactory resolutions.Champion a customer-centric culture throughout the support team and wider organisation, reinforcing the importance of our service superpower.Ensure all customer interactions reflect EatClub’s commitment to being incredibly serviceable, professional, and empatheticCommunication & Social InteractionMaintain a high standard of communication, ensuring clarity, professionalism, and a friendly tone in all internal and external interactions.Utilise strong social interaction skills to build rapport with customers and effectively manage sensitive situations.What you'll need to succeedProven customer centricity, drive and adaptability, preferably within tech or hospitality but not essentialExceptional verbal and written communication skills; you must be very well-spoken and articulate.A genuine passion for providing outstanding customer service and an "incredibly serviceable" attitude.Strong interpersonal and social interaction skills, with the ability to build rapport and handle diverse personalities effectively.Demonstrated experience in managing and motivating a team, including performance monitoring and development.A proactive problem-solver with the ability to identify areas for process improvement and implement effective solutions.Ability to remain calm and effective under pressure, especially during busy periods.Flexibility and willingness to work some evenings and weekends every now and then, to align with peak restaurant operating hours.Proficiency with CRM software and customer support tools.A positive, can-do attitude and a collaborative mindset.Knowledge of the restaurant scene is a plus.BenefitsBe part of a fast-growing tech startup with customer service celebrated as a core strengthRapidly develop your careerThis role can be completely remote with occasional offsite or team events to be agreedWe have a vibrant and friendly team office in Shoreditch, where you’re always welcomeDaily inspiration and advocacy for hospitalityEatClub staff discounts]Potential for international travel MandatoriesApplicants must have the right to work in the UKWe celebrate diversity and are committed to creating an inclusive environmentThis role will require teamwork across timezonesUnfortunately, we cannot sponsor visas at this timeApplicationIf you are a customer-focused expert with a passion for the restaurant industry and the skills to drive our support team to new heights, we’d love to hear from you! Please submit your resume and a cover letter detailing your relevant experience and why you are the perfect fit for this role at EatClub.