{"id":1231985,"url":"https://alion.io/job/zelp-customer-support-manager","title":"Customer Support Manager","company":{"id":1889588,"name":"ZELP","domain":"zelp.co","url":"https://alion.io/company/zelp","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":66000,"max_usd":181000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":86},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-28T00:00:00Z","employer_posted_date":"2026-08-28","last_verified_at":"2026-10-12T08:21:04Z","board_verified":true,"closed_at":null,"days_open":45,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":45},"description":"About ZELP\nZELP is an agricultural technology company committed to creating a sustainable future for agriculture - one that meets the needs of present and future generations, promoting human and environmental health, animal welfare, and social and economic equity.\nOur first focus is to develop and scale technology that measures and mitigates methane emissions in the livestock industry. Today, 1.3 billion people rely on the industry for their livelihoods and food security. However, it is the single biggest human-driven source of methane emissions globally, emitting more than both the oil & gas industry and the coal industry.\nThe deployment of our technologies on a global scale has the potential to drive half the global methane reduction needed by 2030, and to transform the beef and dairy industries.\nZELP was an inaugural winner of the Terra Carta Design Lab, and has received funding and support from the European Commission, Innovate UK, The Global Methane Hub and the Gates Foundation.\nRole Summary\nThis is a hands-on role responsible for making sure ZELP customers can successfully use ZELP Sense and get rapid, effective support when things go wrong.\nYou will own the customer support experience from onboarding through to ongoing use and end-of-life, including troubleshooting hardware, software, connectivity and data issues.\nInitially, you will be close to the detail: answering difficult customer questions, diagnosing problems and working directly with customers and the ZELP engineering team. As our customer base grows, you will build the processes, tools, knowledge base and teamneeded to provide consistently excellent support at scale.\nYou will be the voice of the customer inside ZELP, identifying recurring issues and feeding them back into Product, Engineering, Manufacturing and Operations.\nThis is particularly important for ZELP because our product operates in a challenging environment: on animals, on farms, with connectivity and hardware reliability challenges that don't exist in a conventional software product.\nThis is unlikely to be a purely office-based role, and as the team grows it may include field support engineers, customer-facing onboarding/training, and the potential for global travel.\nMain Responsibilities\nCustomer onboarding & deployment\nOwn the customer support process from initial deployment through to successful ongoing operation.\nHelp customers understand how to install, configure and use ZELP Sense and associated equipment.\nDevelop onboarding materials, guides, FAQs and troubleshooting resources.\nSupport customers during field deployments and initial data collection.\nIdentify common onboarding problems and continuously improve the process.\nWork closely with Commercial teams to ensure customers are properly supported to achieve their goals\nDay-to-day customer support\nManage the customer support function day-to-day to ensure customers receive excellent service\nEstablish and own the customer support inbox/ticketing system and ensure issues are triaged and resolved promptly.\nProvide first-line and second-line technical support for ZELP Sense.\nDiagnose issues involving:device hardware\nsensors\nbattery and charging\nconnectivity\nsoftware and firmware\ndata quality\ndevice configuration\ninstallation and use in the field.\n\nDecide when an issue can be resolved through customer support and when it needs to be escalated to Engineering, Manufacturing or Quality.\nMaintain clear communication with customers throughout the resolution process.\nEnsure customer issues are properly documented and tracked through to closure.\nBuild the support function\nAs ZELP scales, you will establish the systems and processes required to support hundreds and eventually thousands of deployed devices. This will include:\nSelecting and implementing appropriate customer-support/ticketing tools.\nEstablishing ticket categories, priorities and escalation processes.\nDefining SLAs and customer response targets.\nBuilding a searchable knowledge base.\nCreating standard troubleshooting procedures.\nDeveloping customer-facing installation and maintenance documentation.\nEstablishing processes for managing returns, replacements and repairs.\nCreating processes for handling spares, repairs, returns, recalls and takeback, working with the supply chain team\nEstablishing customer-support KPIs and reporting.\nCustomer issue & product feedback\nYou will create a systematic mechanism for turning support interactions into product improvements.\nIdentify recurring customer issues and failure modes.\nAnalyse support data to identify trends.\nProduce regular reports on major customer problems.\nWork with Engineering to prioritise fixes.\nProvide customer feedback into product development.\nIdentify opportunities to improve product usability and reliability.\nEnsure known issues have appropriate customer-facing workarounds and documentation.\nHardware returns & field failures\nBecause ZELP Sense is a physical product deployed in the field, you will also play an important role in managing hardware failures and the rest of the product lifecycle.\nEstablish a returns and takeback process to enable recycling of consumable parts.\nDiagnose returned units and coordinated investigation with Quality and Engineering.\nTrack failure rates and failure modes.\nDetermine when devices should be repaired, replaced or returned to the customer.\nEstablish processes for replacement devices and spare parts.\nFeed field failure data into the product quality and reliability process.\nTeam leadership\nInitially this will be a hands-on individual contributor/manager role. As the customer base grows, you will grow and manage the customer support team.\nRecruit and train further support staff.\nEstablish training and competency requirements.\nDevelop support playbooks and escalation procedures.\nMonitor team performance and customer satisfaction.\nBuild a culture of ownership and excellent customer service.\nRequirements\nRequired\nSignificant experience (10+ years) managing customer support for a technical product, ideally hardware, electronics, IoT, scientific equipment or industrial technology.\nExperience running a customer support team\nExperience building or scaling a customer support function.\nExperience with field-deployed products and/or field-service teams\nStrong troubleshooting and analytical skills.\nExcellent written and verbal communication.\nThe ability to explain technical problems clearly to customers who may not be technically specialised.\nExperience with CRM/customer-support platforms and ticketing systems.\nStrong organisational skills and attention to detail.\nExperience establishing SLAs, escalation processes and support KPIs.\nExperience managing customer returns, repairs or replacement processes.\nThe confidence to work directly with engineers and challenge them constructively when customer problems aren't being resolved.\nNice to have / advantages\nExperience in newly developed hardware, electronics, manufacturing, or IoT products.\nExperience in the agriculture industry, or the food supply chain\nExperience in a start-up environment","description_format":"text","description_chars":7077,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Farming & Agriculture","Veterinary Medicine","AgTech"],"lifecycle":[{"event":"open","at":"2026-09-25T15:17:49Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-10T06:21:00+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":27,"band":"fade","label":"Fading","p_open":1,"p_active":0.607,"p_room":0.45,"age_days":45,"expected_fill_days":29,"reasons":["conf:3","win:tail"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/zelp-customer-support-manager","json_url":"https://alion.io/job/zelp-customer-support-manager.json","meta":{"generated_at":"2026-10-12T09:26:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14365,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1889588},"rest":"https://alion.io/mcp/rest/get_company?id=1889588"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fzelp-customer-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fzelp-customer-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fzelp-customer-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/zelp-customer-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fzelp-customer-support-manager"}]}