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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Manager, UK - **Company:** Stream - **Location:** London, UK (Remote available) - **Salary:** £50,000.0 - £60,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Data Analysis, IBM Service Management Framework, Snowflake, Data Management - **Published:** June 19, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=8ee6013affeaf5cc ## About the Role Do you have experience in Performance management?, * Experience working across both B2B and B2C service functions - with a clear understanding of how the needs, expectations, and communication styles of business clients and end consumers differ * Experience managing multiple functions or workstreams simultaneously - people, operations, enablement, or technical not just a single agent team * Demonstrable success in deploying or scaling AI/automation tools within a support or service operations context * Strong background in managing customer-focused KPIs and SLAs, with a data-informed approach to performance management * Experience partnering with engineering or product teams - comfortable in technical conversations and confident translating agent feedback into product insight Desirable * ITIL Foundation (V3 or V4) or equivalent service management framework knowledge * Experience in a regulated industry (fintech, financial services, or similar) * Familiarity with tools such as Intercom, Assembled, Snowflake, or similar support/WFM/data platforms Hybrid Working: 4 office days office time, with 1 day remote ## Description Stream Support is a strategic business enabler - not a cost centre. This role leads a multi-functional team of 10+ people, blending human expertise with AI-powered tooling to deliver outstanding service at scale across the UK. You will operate across both our B2B and B2C dimensions - understanding how the needs of each audience differ and ensuring your team delivers brilliantly for both. Your role: * Lead, motivate, and develop a team of 10 or more direct and indirect reports - including Support Representatives, Senior Support Representatives * Own the team's performance dashboard - interpreting data, identifying trends, and turning insight into action * Hold regular, high-quality 1:1s focused on performance, growth, and wellbeing - creating personalised development plans that build a talent pipeline for the wider business * Ensure all agents are equipped to handle new products, processes, and regulatory requirements as they land * Conduct regular audits of written and verbal customer communications; provide constructive, actionable feedback * Stay current with AI developments in customer support; act as a champion for responsible, practical adoption within the team * Identify and drive opportunities to automate repetitive tasks, triage, and routine enquiries - freeing agents to focus on complex, high-value interactions * Act as the voice of the customer inside Stream - translating frontline insight into actionable evidence that influences decisions in Customer Success, Product, Engineering, and beyond ## Related Videos - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [It's all about the Data](https://www.wearedevelopers.com/videos/425-it-s-all-about-the-data) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [The Innovation Formula: Fast Prototyping, Data Analysis, and Real User Insights](https://www.wearedevelopers.com/videos/1421-the-innovation-formula-fast-prototyping-data-analysis-and-real-user-insights) - [Hacking AI at the Edge of the Indian Ocean](https://www.wearedevelopers.com/videos/100177-hacking-ai-at-the-edge-of-the-indian-ocean) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london)