Customer Support Supervisor - Birmingham (Hybrid) - EV Charging - Up-to £35k + bonus

Role: Customer Support Supervisor

Location: Birmingham, hybrid (3+ days a week in office)

Salary: up to 35k + monthly bonus + package

About the Company

This fast growing technology business designs and delivers smart electric vehicle charging solutions for homes and commercial settings across the UK. Their products and platform are built to simplify charging for drivers, installers, and property owners, supporting the transition to cleaner transport.

Following recent contract wins and increasing customer demand, the business is expanding its customer support function and is looking to hire a Customer Support Supervisor who enjoys leading people, thrives in a start-up environment, and is keen to build and improve a high-performing support operation.

The Role

We’re looking for a hands-on Customer Support Supervisor to support day-to-day customer support operations and ensure an excellent experience for customers and installers throughout the EV charging journey. You’ll handling enquiries across phone, email, live chat, and WhatsApp, supporting them with escalations, coaching, and performance management.

You’ll also play a key role in improving processes, monitoring service levels, and working cross-functionally with technical, product, and operations teams to drive continuous improvement.

Key Responsibilities

• To support a team handling customer and installer enquiries across multiple channels
• Manage escalations, complex cases, and complaints professionally and confidently
• Ensure accurate case management and record keeping across internal systems
• Coordinate with installers to schedule surveys, installations, and service visits in line with capacity and SLAs
• Identify recurring issues and recommend improvements to processes and systems
• Work cross-functionally with technical, product, and operations teams to improve customer experience

About You

• Previous experience in customer support with supervisory or team leader experience
• Confident managing high enquiry volumes and competing priorities
• Strong complaint handling and de-escalation skills
• Comfortable working with operational targets and using data to drive improvements
• Interest in EVs or technical products beneficial but not essential
• Proactive, accountable, and comfortable in a scaling business environment

Working Pattern

Three days per week in the Birmingham city centre office.

This is an exciting opportunity to join a growing EV charging business at a pivotal stage, where you can lead a support team, improve customer outcomes, and help build a scalable support function.

Please apply directly. Any questions, please reach out to: George.taylor@everec.co.uk