Customer Support Manager

Are you an experienced support leader passionate about delivering exceptional customer service and driving continuous improvement? Do you thrive in a fast-paced environment where you can mentor teams, solve complex issues, and enhance the overall customer experience?

About Us

We are a leading provider of innovative software solutions for the hospitality and retail industries, helping businesses streamline their operations and deliver seamless customer experiences. Our collaborative and fast-paced environment ensures that every team member has the tools, training, and support needed to succeed.

Role Overview

We are seeking a Customer Support Manager to lead our support team and drive service excellence. You’ll be responsible for managing day-to-day support operations, mentoring team members, and ensuring customer issues are resolved efficiently. This role is ideal for a dynamic leader who thrives in a fast-paced environment, enjoys problem-solving, and is committed to enhancing the customer experience.

This is a hybrid role, requiring a minimum of three days per week in the office (Monday – Friday).

We offer a competitive salary and generous benefits package, including:

• Hybrid-working model with 25 days annual leave + your birthday off
• Volunteering days
• Life Assurance and Group Income Protection
• Private medical cover with cash plan
• Enhanced Company Pension
• Employee wellbeing perks such as Perkbox and Peppy
• Enhanced maternity, paternity and adoption pay
• Generous training budgets and reimbursement for professional memberships
  
  

Key Responsibilities

• Manage, support, and develop the Customer Support team, conducting regular performance reviews.
• Monitor KPIs and ensure SLAs are met, maintaining a high standard of customer service.
• Act as an escalation point for complex customer issues, ensuring timely and effective resolutions.
• Develop and implement training plans to help team members achieve their full potential.
• Oversee ticket handling systems, ensuring issues are logged and resolved efficiently.
• Identify patterns in customer contacts and proactively suggest improvements.
• Work alongside the Senior Support Manager on recruitment, onboarding, and HR-related tasks.
• Champion service excellence and foster a culture of collaboration and continuous improvement.
  
  

What We’re Looking For

Required skills & experience:

• Minimum 3 years of experience in an IT support or customer-facing role.
• Minimum 3 years experience in a SaaS support role.
• Strong organisational and time management skills with the ability to prioritise workloads.
• Excellent communication skills, both written and verbal.
• Experience leading or managing a customer-facing team.
• Ability to thrive in a fast-paced environment with changing priorities.
  
  

Desired Skills & Experience

• Familiarity with SQL.
• Experience in retail and/or hospitality industries.
• Knowledge of ticketing systems (ideally Jira Service Management).
  
  

Who You Are

• A proactive problem solver with a can-do attitude.
• Adaptable and able to build strong relationships with customers and stakeholders.
• Self-motivated and able to work independently as well as part of a team.
• Skilled at multi-tasking while maintaining high service standards.
  
  

Location & Working Hours:

• Based in Irvinestown, Enniskillen, or Waterlooville, Hampshire.
• 37.5 hours per week between 8:30 AM – 6:00 PM.
• Weekend and bank holiday cover on a rota basis, with some out-of-hours work required.
  
  

Ready to take the next step? Apply now to join our team and help shape the future of customer support in the hospitality and retail industries. Submit your CV today!