Customer Support & Insights Manager

Customer Support & Insights Manager

Location: London

Working Hours: Monday - Friday (9 am - 5 pm)

Team: Support & Community / Operations

Reports to: COO

A bit about Forest

We’re Forest. You know, those shared ebikes in London that look like trees. We’re London’s most sustainable shared ebike operator. We bridge the gap between affordability and sustainability, using advertising revenue to offer all users 10 minutes of free cycling every day. Our mission is to help cities move greener—and we’re growing fast.

A bit about the role

The Support and Community Team Manager is the eyes and ears of Forest, the person closest to what our riders experience each day. You lead a team of 14 agents and 2 supervisors who work from 8 am to midnight, seven days a week, supported by our 24-hour chatbot that deals with simpler enquiries. Your team handles everything from billing questions and parking complaints to damage reports, app issues and local challenges, giving you a constant view of what riders are dealing with across London.

Each day, you are responsible for checking performance metrics throughout the day, you coach agents, support your supervisors, manage insurance cases and keep an eye on service levels to make sure response times stay on track. You make staffing decisions when needed and focus on the quality of every conversation your team has with riders.

Because your team is the first to hear from riders, you see every part of their journey, the good, the bad and the unexpected. Solving the immediate issue is only the first step. It is just as important to make sure the feedback is recorded, understood and shared with the rest of the business. Whether it is an app problem that needs to go to the Tech team, a maintenance issue for Operations, or a question about coverage that Marketing or Policy need to look at, you are the link that turns what riders tell us into real action.

Working with other teams is a major part of the role. You meet regularly with Marketing, Tech, Policy and Operations to explain what riders are saying, to highlight patterns and to help guide conversations about pricing, new features, improvements to operations and even bike design. This is also why the role is based in the office, as it allows quick collaboration, early input and a close feedback loop so the rider’s voice is always represented.

Communication goes both ways. You keep up to date with changes across the business, including new features or pricing updates, and make sure your team and all member-facing pages stay accurate. When something changes, you ensure the FAQs are updated and your team is fully briefed so riders always receive the right information

Key Responsibilities:

Team Leadership & People Management

• Manage daily Support & Community operations.
• Lead 2 supervisors and 14 agents across four shift patterns.
• Oversee holidays, sickness, and overtime.
• Conduct weekly 1:1s with direct reports (supervisors) and 1:1s when necessary with the rest of your team.
• Track team KPIs and ensure communication of updates and changes.
• Lead hiring, interviews, onboarding, and team engagement for a remote team.

Customer Experience

• Create and improve support processes to maintain high service standards.
• Act as main contact for platform vendors (e.g., Dixa).
• Work with product, tech, and policy teams to represent customer needs.
• Flag bugs, app issues, and feature requests.
• Measure and report customer impact of operational, product and app changes.

Data Analysis and Reporting

• Analyse performance data (CSAT, wait/handle times, patterns, trends, refunds).
• Identify strengths, gaps, and improvement opportunities.
• Forecast staffing needs and annual costs.
• Provide customer-impact insights to other teams.
• Monitor fleet performance and service levels.

Incident and Risk Management

• Manage high-profile customer incidents and escalate when needed.
• Review cases and determine outcomes.
• Handle insurance cases with legal.
• Act as an escalation point during outages and coordinate with tech/external teams.

Who you are:

• Minimum of 3-4 years experience in customer support, at least 1-2 of which in a manager role.
  
• Prior experience managing large support teams in fast-growth environments
• Strong analytical decision making skills.
• Comfortable with tools like Dixa, Sling, Slack, Tableau, Google Drive.
• Calm under pressure during escalations and incidents.
• Experience managing remote teams and fostering a positive culture.

Location

At Forest, community and collaboration are at the heart of what we do.

This role requires time to be spent both in our Moorgate office and our workshop in Borough, with 1 day work from home.

What you’ll get in return

🚲 Free Forest bike rides

🌴 25 days holiday + bank holidays

🩺 Private Medical Insurance & cash plan

📚 Annual personal development budget

🎈 Birthday off

🌯 Free lunch on Fridays

🐣 Enhanced Parental Leave

🥳 Regular Socials

Equal opportunities

Forest is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not tolerate any form of discrimination, bias, or harassment.

Want to create a greener future with us? Join us, and Let's reForest the world together!