Customer Support Manager

📈 Who We Are:
We are rebuilding the energy transaction, making it transparent and fair.
Our goal is to put power back where it belongs, in the hands of customers and to take on one of the most critical problems of our century, access to low cost electricity.
tem exists to fix a broken global energy market that’s long favoured legacy operators, intermediaries, and opaque pricing. Today’s electricity system was not designed for rapid decarbonisation, AI-driven efficiency or fair access for the actual users - businesses and generators.
We’ve built the first AI native transaction infrastructure to reinvent how electricity is bought, sold and priced. Our technology is designed to cut out the inefficient fees, automate complex market flows, and bring transparency and fairness to energy transactions at scale.
In late 2025, after extraordinary growth, we closed a $75 million Series B - led by Lightspeed Venture Partners with participation from Albion, Atomico, Allianz, Hitachi Ventures, Hitachi Ventures, Schroders Capital and others - positioning us for global expansion, deeper product innovation and category leadership.
We’re scaling internationally and building toward a future where AI-driven infrastructure is foundational to electricity markets worldwide.
Since launch, our modern utility product, known as RED, has already facilitated thousands of business customers and billions in energy transaction value, proving that modern software and AI can transform an industry built on legacy systems.
At tem, we’re not just building another energy company, we’re rearchitecting market infrastructure so that transparency, efficiency and sustainability become the default, not the exception.
The Role
We're hiring a Customer Support Manager.
This role owns delivery of our core support improvement projects - not the whole function's strategy, but the specific milestones (AHT reduction, the phone systems rollout, tightening the complaints process) that need someone accountable for getting them done, on time and to a high standard. It sits inside Buy.
You will:
- Own delivery of the AHT reduction project, working to plan and to target.

- Lead the phone systems rollout as a discrete project, working with our support software.

- Run our complaints process end to end.

- Lead a small team of direct reports day to day, coaching them to hit targets and hold our standards.

You will report into the CX lead.
Responsibilities
Delivery & metrics
- Own delivery of the AHT reduction project - plan it, run it, and report on progress against the target.

- Track support metrics closely (AHT, first response time, complaint resolution) and flag risks to hitting them early.

- Spot issues proactively and act on them before they're flagged, rather than waiting to be told.

Operations & systems
- Lead the phone systems rollout as a project, working closely with our AutOps team.

- Build and improve automations that remove friction from the support process.

- Own and run the complaints process end to end.

People & complex cases
- Lead a small team of direct reports day to day, coaching them to hit targets and connect with the standards we hold.

- Unravel complex second-line cases that need a steady, experienced hand.

- Work at pace, without letting speed compromise quality.

Requirements
Must haves
- 2-3+ years leading or managing a small support team, ideally somewhere fast-moving.

- A track record of delivering measurable improvements to support metrics like AHT, response times, and understanding how voice systems integrate into a wider channel mix, alongside other channel experience such as chat and whatsapp.

- A leader people genuinely want to work for - approachable, connects with the team, pushes them forward.

- Proactive by instinct - finds and solves issues before they're flagged, rather than waiting for them to be raised.

- Confidence handling complex second-line cases personally when needed.

Bonus points
- Experience i