Customer Support Manager

About Heidi

Heidi was born to make it easy for more and more people to discover the power of the mountains. We burst onto the ski holiday market in 2018 (formerly known as Ski Zoom) and have seen exponential growth.

The company came from a desire to fix the lack of flexibility in the winter ski market. We help skiers and mountain lovers discover resorts that are hidden gems alongside the classics, and our clever tech is helping them to do it in a way that suits them best. We're a youthful, challenger brand, with an awesome culture, and we're shaking up a very traditional ski/mountain holiday industry.

Heidi exists to solve a customer problem, and eight years since we began, customer-centricity still drives our decision making. The proof is in the outcomes: a Trustpilot "Excellent" rating, Which? Recommended Provider status, and rapid growth to become the UK's second-largest ski operator. So we're chuffed to bits to be shortlisted for 'Best Customer Centric Culture' at the UK Customer Experience Awards 2026.

Looking to the future, we have huge ambitions for growth. We have grown year on year since 2018 and expect 2026/27 to be our biggest yet. We took 65,000 passengers away to the mountains in winter 2025/26, we came 63rd in the Times top 100 fastest growing UK companies, and we've secured £5.6 million Series A investment. Key to our future success is growing the Heidi team with even more brilliant people than we have now. So we are looking for someone who will be fundamental to the success of our vision and is excited to help us drive that forward.

The Role

We're looking for a Customer Support Manager who can own the customer experience from the moment someone books to the moment they're home. At Heidi, the customer is everyone's responsibility, and this role holds the standard for what that looks like in practice.

You'll lead around 25 people across four teams, including our UK support function and a remote "follow the sun" operation based in Far East Asia and the Americas that runs for six months of the year. You'll also own our specialist disruption response for when the mountains misbehave.

This is a hands-on, high-ownership role, and a rare mix of leadership, judgement and execution. It's an office-based role, and you'll need to be able to work from our office in central Bristol with availability to work some weekends and bank holidays throughout the season.

What You'll Own

• Customer experience outcomes, post-booking to home — own the experience from booking through on-trip to post-trip, across every channel (phone, WhatsApp, email and live chat). Be the single owner of "are our customers getting the experience we promised them".
• Own the Duty Manager function — including building and managing the Duty Manager rota, ensuring appropriate cover at all times, and personally stepping in to cover Duty Manager shifts when required.
• A global, follow-the-sun operation — lead four teams totalling ~25 people, including a UK team and remote colleagues covering Far East Asia and the Americas for the six-month season. Own the staffing plans, coverage model, time-zone handovers and seasonal ramp that make genuine 24/7 support real.
• Team operating model and accountability — scale a structured team with clear reporting lines, ownership and escalation paths. Set development plans, be a calm and decisive point of escalation, and hold a high bar for managerial standards and professionalism across team leads and frontline advisors alike.
• Seasonal readiness — own operational readiness ahead of each season: staffing, training, tooling, policies and disruption planning, so the team is match-fit before volume peaks.
• Onboarding and continuous training — run onboarding and ongoing training with measurable knowledge validation and performance tracking, keeping the bar high as the team scales seasonally.
• High-stakes decisions and disruption — own decision-making in sensitive, high-cost customer cases where there's financial exposure, precedent or reputational risk, and lead the disruption response when weather, roads or suppliers throw something unexpected at us.
• Cross-functional alignment — work closely with Operations, Product, Retention and Leadership to resolve customer issues, whether they stem from suppliers and fulfilment or anywhere else in the journey. Keep the customer front and centre in decision-making across the business, so every team is pulling in the same direction to raise the customer experience.
• Systems, tooling and automation — be the champion of the CS tech stack (ticketing, workflows, reporting), working with our Product team to make sure the team has the right tools and systems in place. Drive scalable process improvement, using these tools and AI to reduce friction, prevent recurring issues and improve the experience customers actually have.
• Metrics that matter — own and improve the measures customers feel: CSAT, response and resolution times, complaint resolution and NPS. You're also accountable for the productivity of the function, such as tickets per agent, and you'll work with our Holiday Experience tech squad to bring down tickets per booking.