Our client is a growing SaaS business within the education sector. With a lean, agile team, the business operates with minimal bureaucracy, high accountability and strong cross-functional collaboration. As they continue to scale, customer experience and operational excellence are central to their growth strategy.
ABOUT THE ROLE
Reporting to the Head of Customer, the Customer Support Manager is responsible for leading first-line customer support operations and ensuring best-in-class service delivery. You will oversee ticket workflows, issue triage, resolution quality, escalation processes and knowledge management.
This is a hands-on role suited to a support leader who enjoys rolling up their sleeves while driving process improvement, SLA performance and customer satisfaction outcomes.
KEY RESPONSIBILITIES
- Lead end-to-end customer support operations across email, phone and chat, ensuring SLA adherence and high-quality resolution outcomes.
- Triage, diagnose and resolve customer issues efficiently, improving first-contact resolution rates and reducing backlog.
- Manage escalations across technical, product and implementation teams with clear documentation and structured handovers.
- Deliver exceptional customer communication, proactively managing expectations and de-escalating complex situations.
- Monitor and report on key metrics including first-response time, resolution time, CSAT and ticket trends.
- Identify recurring issues and customer pain points, providing actionable insights to leadership.
- Drive continuous improvement of support workflows, processes and service standards.
- Build and maintain knowledge base resources to enable self-service and reduce repeat tickets.
- Proven experience in Customer Support or Technical Support within a B2B SaaS environment.
- Strong troubleshooting and problem-diagnosis capability across software products.
- Demonstrated experience managing ticketing systems, SLAs and customer satisfaction metrics (CSAT).
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
- Experience handling escalations and resolving complex or sensitive customer issues.
- Highly organised with the ability to prioritise effectively in a high-volume environment.
- Data-driven mindset with experience analysing support performance and identifying improvement opportunities.
- Collaborative, proactive and customer-first approach suited to a fast-growing technology business.
