Support Manager - Funded Channel at iStore

About the Role

• We are seeking an experienced and people-focused Funded Channel Central Support Manager to lead our funding-related escalation function within iStore.
• This role plays a critical part in ensuring exceptional customer outcomes by driving timely resolution of escalations, improving operational processes, and strengthening collaboration across internal teams and external partners.
• You will be responsible for owning the escalation workflow end-to-end — ensuring strict SLA adherence, identifying root causes, and implementing preventative measures to reduce recurring issues.
• Acting as both a performance coach and operational leader, this role serves as a key link between frontline teams, leadership, and Telco partners.

Key Responsibilities

• Lead, mentor, and performance manage Escalations Agent(s) to ensure high service standards
• Own and manage the funding escalation process, ensuring all cases are resolved within agreed SLA timelines
• Intervene on Tier 3 or high-risk cases requiring leadership involvement
• Build strong working relationships with internal stakeholders and Telco partners
• Track and report on escalation trends, identifying root causes and contributing to preventative solutions
• Drive continuous improvement through workflow optimisation and process refinement
• Prepare and present performance reports to management
• Act as a central point of coordination across operations, customer experience, and leadership teams

Required Skills and Experience

• 3–5 years’ experience in an operations or customer experience leadership role
• Proven experience managing SLA-driven support workflows
• Strong interpersonal, conflict resolution, and problem-solving skills
• Comfortable presenting performance insights and managing cross-functional relationships
• Ability to operate calmly and decisively in high-pressure escalation environments
• Telco or funded channel experience advantageous