First Line Support Manager - Canary Care

First Line Support Manager - Canary Care

Location: Winchester (minimum 3 days on-site). Salary: £33,000 + discretionary bonus.

Canary Care is a technology company that provides a smart home monitoring solution for care providers, using discreet wireless sensors to help families and professional care teams deliver safer, more proactive and more efficient support.

What Does This Role Involve?

As a First Line Support Manager, you will elevate the customer support experience across both software and hardware products. This is a hands on, process focused role that ensures customers receive fast, effective and empathetic help whenever they need it. You'll be the heartbeat of our support function, managing ticket workflows, maintaining service levels and ensuring every interaction increases trust in the Canary Care brand.

Responsibilities

• Oversee and optimise first line support workflows to ensure fast, accurate and empathetic responses.
• Maintain and improve service levels, ensuring customers feel supported and informed.
• Act as the central coordination point for escalations, incidents and cross team communication.
• Work closely with engineering and product teams to ensure customer feedback drives continuous improvement.
• Provide clarity on ticket priorities and what's "live" across the support landscape.
• Shape support processes, documentation and best practices.

Qualifications

• Experience working within a customer support, service desk or technical support environment.
• Strong understanding of ticketing systems, workflows and service level management.
• Excellent communication skills with the ability to translate technical issues into clear language.
• Calm, structured approach to incident coordination and escalation handling.
• Passion for improving processes and delivering exceptional customer experiences.
• Ability to collaborate effectively across internal teams.
• Willingness to undergo enhanced security vetting if necessary.

Benefits

• Bonus scheme based on business performance and the company's core values.
• Skills development and training opportunities.
• Competitive annual leave (25 days plus bank holidays) and flexible working.
• Wellbeing app (Unmind) for you and one other person.
• Health care cashback scheme covering dental, eye care, diagnostics and more.
• Employee Assistance Programme with GP line, counselling support, legal and financial advice.
• Exclusive discounted packages for home TV and broadband.
• Paid volunteering day and fund raising opportunities.
• Death in service benefit (pay twice annual salary to designated next of kin).
• Pension scheme with company contribution of 4% of salary when you contribute 5%.

Equal Opportunity Employer

We welcome applications from all walks of life and champion diversity, inclusion and the right to be your authentic self.